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For Companies At a Glance
- Tasks: Provide top-notch IT support and troubleshoot tech issues for users.
- Company: Join Experian, a global leader in data and technology with a people-first culture.
- Benefits: Enjoy competitive pay, work-life balance, and opportunities for personal growth.
- Why this job: Be the go-to tech hero and make a real difference in people's work lives.
- Qualifications: Knowledge of Windows OS and Microsoft 365; strong communication skills required.
- Other info: Experience a vibrant workplace that values diversity and innovation.
The predicted salary is between 28800 - 43200 £ per year.
- Schedule: Full Time
Company Description
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.
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:
- Respond to incoming incidents and service requests via phone, email, and ticketing system.
- Diagnose and resolve technical issues related to hardware, software, networks, and applications.
- Escalate complex issues to appropriate support teams in accordance with SLAs.
- Log all incidents and requests accurately using the ITSM tool.
- Provide excellent customer service and maintain a high level of professionalism.
- Follow standard operating procedures and contribute to knowledge base documentation.
- Monitor and manage ticket queues to ensure timely resolution.
- Assist with onboarding/offboarding processes including account setup and equipment provisioning.
- Participate in continuous improvement initiatives and team meetings.
Key Performance Indicators (KPIs):
- Average Response and Resolution Time
- Customer Satisfaction Score (CSAT)
- Ticket Volume and Backlog Management
- SLA Compliance
Qualifications
- Strong knowledge of Windows OS, Microsoft 365, and common enterprise applications.
- Excellent communication and interpersonal skills.
- Ability to work under pressure and manage multiple tasks.
- 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.
Experian Careers – Creating a better tomorrow together
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Service Desk Analyst employer: Experian
Contact Detail:
Experian Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Experian. Understand their values, culture, and what they do. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions related to the Service Desk Analyst role. Think about how your skills with Windows OS and Microsoft 365 can shine through in your responses. We want you to feel confident when discussing your technical expertise!
✨Tip Number 3
Show off your problem-solving skills! Be ready to share examples of how you've tackled technical issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them impactful.
✨Tip Number 4
Don’t forget to ask questions! At the end of your interview, have a few thoughtful questions prepared. This shows your enthusiasm for the role and helps you gauge if Experian is the right fit for you. And remember, apply through our website for the best chance!
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your experience with Windows OS, Microsoft 365, and any relevant technical support roles you've had. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT support and how you can contribute to our team. Keep it professional but let your personality come through – we love authenticity!
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled technical issues in the past. We’re all about problem-solving here at StudySmarter, so show us how you approach challenges and find solutions.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re serious about joining our team!
How to prepare for a job interview at Experian
✨Know Your Tech Stuff
Make sure you brush up on your knowledge of Windows OS, Microsoft 365, and common enterprise applications. Be ready to discuss how you've used these tools in past roles, as this will show you're not just familiar with them but can also troubleshoot effectively.
✨Practice Your Communication Skills
As a Service Desk Analyst, you'll be the first point of contact for IT issues. Practise explaining technical concepts in simple terms. You might even want to role-play with a friend to get comfortable with handling different types of customer interactions.
✨Familiarise Yourself with SLAs
Understanding Service Level Agreements (SLAs) is crucial for this role. Research what SLAs are relevant to the position and think about how you would manage incidents within those timeframes. This shows that you’re proactive and understand the importance of timely resolutions.
✨Show Your Problem-Solving Skills
Prepare examples of how you've successfully diagnosed and resolved technical issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers, which will help you convey your thought process clearly during the interview.
