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Information Technology & Systems
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206139 Requisition #

Our purpose is to help organisations and clients value each other. As a Service Desk Analyst, you will be committed to delivering great service through a variety of channels including phone & email communications and expected to provide the Service support of an application to all UK&I clients during UK Service Hours. To effectively log all issues into the USD call management system and work with the Service Desk to provide effective resolution to clients.

You will achieve this by providing support, troubleshooting and resolution of complex technical issues relating to use of company products, services and related applications, ensuring the client experiences a simple and easy service.

You will use your first-class relationship building skills to really engage with our clients and identify opportunities to consistently deliver service excellence, working together as one Experian across a multi-graphical team to build a holistic picture, address feedback and deliver proactive service improvements. 

Key Responsibilities/Activities 

  • Champion the delivery of excellent service and responding accurately and timely to individual client needs
  • Providing some technical support to resolve client issues keeping the client updated throughout the support process
  • Take full ownership to resolve queries by liaising with other internal departments
  • Consistently delivering outcomes to a high standard within agreed timescales, procedures and quality standards
  • Constantly drive continuous service improvement across the function, utilising client feedback
  • Consistently achieve individual and team KPI’s
  • Adhere to security, risk and regulatory requirements such as FCA, GDPR regulations
  • Communicate effectively with clients and colleagues both verbally and written
  • Follow department guidelines and maintain accurate records of client reported issues using the appropriate internal systems
  • Maintain and improve departmental knowledge base
  • Assist with documenting new products, services or processes that affect the Service Support Desk
  • Continually improve own knowledge of Experian products and services
  • Complete any other duties outlined and requested by your line manager

KNOWLEDGE, SKILLS & EXPERIENCE

Previous experience of customer service or technical support is required; we are interested in people who are passionate about delivering excellent service to our clients.  We are looking for people who are passionate and motivated by:

  • Delivering excellent service and responding accurately to individual client needs
  • Consistently delivering results to a high standard
  • Always wanting to improve themselves and their organisation to deliver benefit to businesses and enhance their experience
  • Ability to build positive relationships with key internal and external stake holders
  • Proactively developing self by learning new skills and techniques
  • Sharing best practice with colleagues and across teams
  • Understanding the team and business and proactively contributing towards its success
  • Having the ability to be flexible and quickly adapt to the needs of the team and business
  • Ability to collaborate effectively across a multi-geographical team
  • Being confident and professional when communicating with colleagues and businesses
  • Having a general understanding of the technology used within Experian
  • To be able to communicate effectively with frustrated customers

 

CRITICAL SKILLS, BEHAVIOURS & PERSONAL ATTRIBUTES

  • Works independently when required, but also as part of a team 
  • Correctly follows internal and regulatory processes, procedures and policies
  • Comfortable working across multiple media channels  
  • Clearly communicates with customers and colleagues
  • Comfortably uses standard PC software and all systems required for role
  • Contributes positively to the success of the team, department and business
  • Understands business drivers
  • Acts on feedback and improves performance
  • Develops great relationships with colleagues
  • Adapts to the needs of the team and business
  • Has the ability to handle different workloads, prioritise and complete multiple tasks
  • Ability to manage expectations
  • Ability to work to deadlines
  • Able to demonstrate problem solving and research skills
  • Pass quality expectations
  • Time Keeping
  • Deliver against KPI’s

 

Why choose us?

Our colleagues’ health and wellbeing is a top priority for us, that’s why our reward, benefits and wellbeing programmes are designed so you can come to work feeling your very best self. Our benefits focus on health, money and lifestyle so you can tailor your benefits to your own personal needs. Whether it’s your physical and mental wellness, getting to work or planning for the future, we have a range of flexible options to have you covered!

We are committed to building an inclusive culture and to creating an environment where people can balance successful careers with their commitments and interests outside of work. Our flexible working practices support our belief that this balance brings long-lasting benefits for our business as well as our people. Some roles lend themselves to flexible options more than others, and if this is important to you, we are open to discussing agile working opportunities during the hiring process.

 

Who are Experian?

We unlock the power of data to create opportunities for consumers, businesses and society. At life’s big moments – from buying a home or car, to sending a child to university, to growing a business exponentially by connecting it with new customers – we empower consumers and our clients to manage their data with confidence so they can maximize every opportunity.

For more than 125 years, we’ve helped consumers and clients prosper, and economies and communities flourish – and we’re not done.

Our 17,000 people in 37 countries believe the possibilities for you, and our world, are growing. We’re investing in new technologies, talented people and innovation so we can help create a better tomorrow.

Could this be the role for you? Apply now to start your journey with Experian.

To learn more about our culture and what it’s really like to work here, check out our LinkedIn and social media channels using the hashtags #ExperianLife and #ExperianWay.

 

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