Job Description
The Service Desk Analyst is the first point of contact for all IT-related issues and requests. They provide technical support, troubleshoot problems, and ensure timely resolution or escalation to maintain business continuity and user satisfaction.
Key Responsibilities:
1. Respond to incoming incidents and service requests via phone, email, and ticketing system.
2. Diagnose and resolve technical issues related to hardware, software, networks, and applications.
3. Escalate complex issues to appropriate support teams in accordance with SLAs.
4. Log all incidents and requests accurately using the ITSM tool.
5. Provide excellent customer service and maintain a high level of professionalism.
6. Follow standard operating procedures and contribute to knowledge base documentation.
7. Monitor and manage ticket queues to ensure timely resolution.
8. Assist with onboarding/offboarding processes including account setup and equipment provisioning.
9. Participate in continuous improvement initiatives and team meetings.
Key Performance Indicators (KPIs):
10. First Contact Resolution Rate
11. Average Response and Resolution Time
12. Customer Satisfaction Score (CSAT)
13. Ticket Volume and Backlog Management
14. SLA Compliance
Qualifications
15. Strong knowledge of Windows OS, Microsoft 365, and common enterprise applications.
16. Excellent communication and interpersonal skills.
17. Ability to work under pressure and manage multiple tasks.
18. Strong problem-solving and analytical skills.
Additional Information
Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
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