Service Desk Technician

You will be a Service Desk Technician supporting Experians Contact Center also known as the MCE. You will report to the Manager MCE Service Desk.

The main role of the MCE Service Desk is 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 evaluation whenever issues arise within contact center applications. We also maintain all hardware required for the 1200 agents we support.

Youll have opportunity to:

• Provide Tier 1 support (and as assigned Tier 2 support) - Addresses technical issue inquiries received by phone ticket portal chat and email.
• Support operational groups across time zones in India Chile Costa Rica and the US.
• Manage tickets promptly including opening updating and closing to ensure Service Level Agreement (SLA) compliance
• Establish and communicate 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
• Management inventory of equipment
• Make recommendations for process improvements and technology changes
• Communicate issues and incidents to all levels
• Create documents and procedures with direction from management
• Develop technical solutions and automate repeatable tasks

You will work on-site in our Costa Rica office during training then move to a hybrid schedule and participate in an on-call rotation.

Qualifications :

• Bachelors degree in computer science or technical degree; or equivalent combination of education and experience
• 2 years of related experience
• Flexible enough to work with different technical skill levels and skillsets
• Must be fluent in English
• Experience working within a technology support organization
• Considered expert in all operational best practices implements new technology solutions to add operational efficiencies.
• Experience working with Cisco PCCE applications Service Now VDI environments and remote desktop support tools
• Previous experience providing resolution for 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
• Customer Service

Additional Information :

Our uniqueness is that we celebrate yours. Experians 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. Experians people first approach is award-winning; Worlds 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 Experians 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.

Our benefits include: Medical life and dental insurance Asociacion Solidarista International Share Save Plan Flex Work/Work from home Paid time off Annual Performance Bonus Education Reimbursement Family Bonding Bereavement Leave Referral Program and more.

Remote Work :

No

Employment Type :

Full-time