Job DescriptionRole SummaryThis role is a Service Desk Technician supporting Experian's North American 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.Knowledge, Skills and ExperienceKey ResponsibilitiesProvides Tier 1 support (and as assigned Tier 2 support)Addresses technical issue inquiries received via phone, ticket portal, chat, and email.Provides after-hours on call support, as scheduled and/or neededEscalate trouble tickets when requiredManage tickets in a timely manner, including opening, updating, and closingEstablishes and maintains effective lines of communication with end-users throughout the lifecycle of their issue or service requestWork and interface with end users on a daily basis. Install, configure, and support client workstations and laptopsAssist Systems Administrators, Manager and Director in specific project tasks as directed Management inventory of equipmentReimage laptops as neededOther tasks as assignedQualificationsMust be able to demonstrate the ability of maintaining privacy and confidentiality, critical thinking skills, follow company policies and proceduresMust have strong customer focus, a demonstrated ability to work within a team of service-oriented individuals, and excellent customer service skillsMust 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 mannerAbility to take directions well and follow detailed instructionsExperience working within a technology support organizationAnalytic skills in a call center environment desiredRequirements:High School Diploma or GED Ability to plan, organize, and implement projects in a timely mannerAbility to work in a high energy, fast paced environmentAbility to research, review and act independently when neededProficient in Microsoft Office Suite Professional and courteous communication skills (both oral and written skills)Experience working with Cisco PCCE applications, Service Now, VDI environments, and remote desktop support tools a plusExperience with JIRA and Confluence, OKTA, and MS Active Directory a plusAdditional InformationThis is a permanent home-based role in Costa Rica. No relocation available.Culture at ExperianOur uniqueness is that we truly value yours.Experian's culture, people, and environments are key differentiators. We take our people's agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible work, development, engagement, collaboration, wellness, rewards & recognitions, volunteering... the list goes on!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.Experian Careers - Creating a better tomorrow togetherFind out what its like to work for Experian by clicking here
