Help Desk Technician II
- Hyderabad
- Information Technology & Systems
- Permanent
- Hybrid
- Full Time
This role is a Service Desk Technician supporting Experian's Contact Center, also known as the MCE.
The key role of the MCE Service Desk is to be the single point of contact to address and quickly resolve technical issues raised by the end user. The Service Desk operates as a technical resource providing support, testing, and initial triage whenever issues arise within contact center applications. We also manage and maintain all hardware required for the 1200+ agents we support.
Responsibilities:
- Provides Tier 1 support (and as assigned Tier 2 support) - Addresses technical issue inquiries received via phone, ticket portal, chat, and email.
- Support operational groups across time zones in both India and the US.
- Participate in an on-call schedule as required.
- Escalate trouble tickets when required
- Manage tickets in a timely manner, including opening, updating, and closing to ensure SLA compliance
- Establishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service request
- Work and interface with end users daily. Install, configure, and support client workstations and laptops
- Assist Systems Administrators, Manager and Director in specific project tasks as directed
- Management inventory of equipment
- Makes recommendations for process improvements and technology changes.
- Communicate issues and incidents to all levels of the organization as required.
- Create and maintain documents and procedures, with directions from management.
- Develop technical solutions and automate repeatable tasks
- Assign tickets to the Service Desk team members
- Report on service desk teams related activities to reporting manager
- Flexible to work on different shift time zones in IST either 9.00am to 6.00pm or 3.00ppm to 12 night
Skills:
- Must be able to demonstrate the ability of maintaining privacy and confidentiality, critical thinking skills, follow company policies and procedures
- Must have strong customer focus, a demonstrated ability to work within a team of service-oriented individuals, and excellent customer service with professional and courteous communication skills (both oral and written skills)
- Must be able to manage multiple priorities and track own activities and tasks; performing work as prioritized by a supervisor, and escalating conflicts and issues appropriately and in a timely manner
- Ability to take directions well and follow detailed instructions
- Experience working within a technology support organization
- Considered expert in all operational best practices, continuously implements new technology solutions to add operational efficiencies.
- Experience working with Cisco PCCE applications, Service Now, VDI environments, and remote desktop support tools a plus
- Ability to provide timely resolution for all end-user requests and root cause analysis for issues
- Experience with JIRA and Confluence, OKTA, Service Now, remote desktop support tools, and MS Active Directory a plus
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.
We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.
We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.
- May require a bachelor's degree in computer science or other technical degree or equivalent experience
- Typically requires 8 + years of related experience
- Microsoft certification preferred
- Ability to plan, organize, and implement projects in a timely manner
- Ability to work in a high energy, fast paced environment
- Ability to research, review and act independently when needed
- Must be able to create clear and detailed technical documentation
- Ability to work effectively with cross-functional teams.
- Flexible enough to work with different technical skill levels and skillsets
- Must be fluent in English
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.
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here
Explore Experian's award winning 'people first' culture.
Being part of Experian is exciting. Every day brings new challenges, new opportunities, new ways for us to do what we do best: using our innovative technologies and data to work in new and surprising ways. All brought together in a single thought: Discover the Unexpected.
Learn moreRecommended Jobs
Salary
Location
São Paulo, Brazil
Experience Level
Not Applicable
Employment
Permanent
Location
Sao Paulo
Role Type
Hybrid
Schedule
Full Time
Department
Product Development
Brand
Serasa Experian
Remote working available
No
Description
Buscamos um(a) Coordenador(a) de Tecnologia para liderar, inspirar e desenvolver nossa equipe técnica, garantindo a entrega de soluções de alta qualidade, escaláveis e alinhadas aos objetivos estratég
Reference
9bae3979-2d77-417f-bdff-37274170b8c3
Expiry Date
01/01/0001
Salary
Location
Bogotá, Colombia
Experience Level
Not Applicable
Employment
Permanent
Location
Bogota
Role Type
Hybrid
Schedule
Full Time
Department
Marketing and Communications
Brand
Experian
Remote working available
No
Description
Propósito del cargo:Desarrollar la estrategia de Inbound Marketing con la finalidad de posicionarnos en los territorios de marca e impactar en objetivos del negocio: leads cualificados y revenue.Lleva
Reference
43d8b6d3-e0e8-44a4-86a0-d08a07f3d2ae
Expiry Date
01/01/0001
Salary
Location
Stellenbosch, South Africa
Experience Level
Not Applicable
Employment
Permanent
Location
Stellenbosch
Remote working available
Yes
Description
The senior regulatory analyst will be part of the model building team that is responsible for building logistic regression and machine learning models. It is a combination of bureau models as well as
Reference
e2176ac3-54c5-4fa4-b4d8-f86d7eb0a5a4
Expiry Date
01/01/0001
Salary
Location
São Paulo, Brazil
Experience Level
Not Applicable
Employment
Permanent
Location
Sao Paulo
Role Type
Hybrid
Schedule
Full Time
Department
Sales & Business Development
Brand
PagueVeloz
Remote working available
No
Description
Coordenar o planejamento comercial, incluindo metas, projeções de receita e análises de performance, garantindo a entrega de análises precisas e relevantes.Desenvolver e monitorar KPIs de desempenho d
Reference
11b02056-a5b0-4c6a-9a51-bcef1493d251
Expiry Date
01/01/0001
Salary
Location
São Paulo, Brazil
Experience Level
Not Applicable
Employment
Permanent
Location
Sao Paulo
Role Type
Home
Schedule
Full Time
Department
Analytics
Brand
Serasa Experian
Remote working available
No
Description
Liderar o desenvolvimento de soluções analíticas customizadas e de referência voltadas ao segmento de seguradoras, garantindo qualidade técnica e alinhamento com as necessidades do mercado;Apoiar tec
Reference
595c56a8-fc67-4e38-87a4-cb3d3526978c
Expiry Date
01/01/0001
Salary
Location
São Paulo, Brazil
Experience Level
Not Applicable
Employment
Permanent
Location
Sao Paulo
Role Type
Hub
Schedule
Full Time
Department
Sales & Business Development
Brand
Serasa Experian
Remote working available
No
Description
Área: B2B Sales Services Subárea: Atendimento Large Responsável pela resolução de problemas relatados pelos clientes em toda a sua jornada sempre no menor tempo possível. Será também um agente p
Reference
53ed80c0-80c2-429b-95fc-cbeb62f74e7d
Expiry Date
01/01/0001
Salary
Location
Hyderabad, India
Experience Level
Not Applicable
Employment
Permanent
Location
Hyderabad
Role Type
Hybrid
Schedule
Full Time
Department
Product Development
Brand
Experian
Remote working available
No
Description
As a Staff Engineer, you will lead the design, development, and implementation of scalable and reliable systems, driving innovation across our platforms. You will report to Engineering Leadership. Arc
Reference
754dbd91-9a5e-43ba-b5a7-ec1600c9a820
Expiry Date
01/01/0001
Salary
Location
Hyderabad, India
Experience Level
Not Applicable
Employment
Permanent
Location
Hyderabad
Role Type
Hybrid
Schedule
Full Time
Department
Product Development
Brand
Experian
Remote working available
No
Description
Design, Development and Testing of key programs within Marketplace EngineeringDevelopment of technical solutions that are built for quality, scale and performance.Collaborate with the business, produc
Reference
f854777f-e13e-46d4-b4ed-96b464586ad4
Expiry Date
01/01/0001
Salary
Location
Nottingham, England
Experience Level
Not Applicable
Employment
Permanent
Location
Nottingham
Role Type
Hybrid
Schedule
Full Time
Department
Finance
Brand
Experian
Remote working available
No
Description
As the Senior Finance Business Partner for our Business Information Business, you will play a pivotal role in driving financial excellence and strategic decision-making. Reporting directly to the Fina
Reference
d839e8b1-712c-4535-9021-0c4c7f2b62e8
Expiry Date
01/01/0001
Salary
Location
Cyberjaya, Malaysia
Experience Level
Not Applicable
Employment
Permanent
Location
Cyberjaya
Role Type
Hybrid
Schedule
Full Time
Department
Finance
Brand
Experian
Remote working available
No
Description
What You'll Do:Manage core FP&A activities including contract review and management, month-end close, forecasting, project management, balance sheet analysis, annual budgeting, audit coordination, and
Reference
2f44399b-9d4f-41ac-b281-7b9fae24c940
Expiry Date
01/01/0001
Salary
Location
Cyberjaya, Malaysia
Experience Level
Mid-Senior Level
Employment
Permanent
Location
Cyberjaya
Role Type
Hybrid
Schedule
Full Time
Department
Information Technology & Systems
Brand
Experian
Remote working available
No
Description
We are looking for a full stack Software Developer to help us develop our next generation of insights products. Your primary focus will develop the main insights portal to help expand it into a one-st
Reference
1885448b-d58c-44b6-ae9b-58a318495f2f
Expiry Date
01/01/0001
Salary
Location
UNITED STATES
Experience Level
Mid-Senior Level
Employment
Permanent
Location
United States
Role Type
Home
Salary Range
$115,747 - $208,344
Schedule
Full Time
Department
Product Management
Brand
Experian
Remote working available
Yes
Description
We are seeking a motivated and detail-oriented Product Owner to join our growing Health SaaS team. This role is ideal for someone with foundational experience in product management or healthcare techn
Reference
78a9462b-ce5e-4013-bb86-422c613e4a2d
Expiry Date
01/01/0001
Salary
Location
Costa Mesa, United States
Experience Level
Not Applicable
Employment
Permanent
Location
Costa Mesa
Role Type
Hybrid
Salary Range
$71,640 - $124,176
Schedule
Full Time
Department
Marketing and Communications
Brand
Experian
Remote working available
Yes
Description
Experian's North America Corporate Social Media team is looking for a Social Content Designer to create eye-catching, platform-ready content that boosts engagement and supports our communications stra
Reference
ec69fa2a-8c71-413b-83f6-efc654155de2
Expiry Date
01/01/0001
Salary
Location
Heredia, Costa Rica
Experience Level
Not Applicable
Employment
Permanent
Location
Heredia
Role Type
Hybrid
Schedule
Full Time
Department
Finance
Brand
Experian
Remote working available
Yes
Description
As an important member of the GFS Team reporting to the Revenue Recognition Team Lead, you will contribute to the financial integrity of the organization. You will maintain and oversee general ledger
Reference
2bead6af-b2b2-4c17-ba0f-3a2f31421f11
Expiry Date
01/01/0001
Salary
Location
UNITED STATES
Experience Level
Executive
Employment
Permanent
Location
United States
Role Type
Home
Salary Range
See Executive Salary Range
Schedule
Full Time
Department
Customer Service
Brand
Experian
Remote working available
Yes
Description
We are looking for a dynamic and experienced healthcare operations leader to serve as Vice President, Revenue Cycle Strategy & Innovation. You will report to Experian Health and bridge clinical and pr
Reference
01e6d649-6cbe-473c-879d-dace9c89228a
Expiry Date
01/01/0001
Salary
Location
Heredia, Costa Rica
Experience Level
Mid-Senior Level
Employment
Permanent
Location
Heredia
Role Type
Hybrid
Schedule
Full Time
Department
Finance
Brand
Experian
Remote working available
Yes
Description
Experian Global Financial Services is looking for an Accounts Payable Lead. You will manage and administrate the Accounts Payable team to include performance management, employee relations, training,
Reference
1691bd1c-c4a1-481b-9cc5-fbfe415d19e6
Expiry Date
01/01/0001