Service Desk Specialist
Experian Information Solutions, Inc
Nottingham, England, United Kingdom
5d ago

Ourpurpose is to help organisations and customers value each other. As a Service Desk Specialist, youwill be committed to delivering great service through a variety of channelsincluding phone & email communications.

Youwill achieve this by providing support, troubleshooting and resolution ofcomplex technical issues relating to use of company products, services andrelated applications, ensuring the client experiences a simple and easyservice.

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

Key Responsibilities / Activities

  • Champion the delivery of excellent service andresponding accurately and timely to individual client needs
  • Providing technical support to resolve clientissues keeping the client updated throughout the support process
  • Takefull ownership to resolve queries by liaising with other internal departments
  • Consistently delivering outcomes to a highstandard within agreed timescales, procedures and quality standards
  • Constantly drive continuous service improvementacross the function, utilising client feedback
  • Consistently achieve individual and team KPI’s
  • Adhere to security, risk and regulatoryrequirements such as FCA, GDPR regulations
  • Communicate effectively with clients andcolleagues both verbally and written
  • Follow department guidelines and maintainaccurate records of client reported issues using the appropriate internalsystems
  • Maintain and improve departmental knowledgebase
  • 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 andrequested by your line manager
  • Act as point of escalation for colleagues inSouth Africa, ensuring training need is identified and highlighted to TeamLeader / Manager where needed
  • KNOWLEDGE, SKILLS & EXPERIENCE

    Previous experience of customer service or technicalsupport is required; we are interested in people who are passionate aboutdelivering excellent service to our customers.

    We are looking for people who are passionate and motivated by :

  • Delivering excellent service and respondingaccurately to individual client needs
  • Consistently delivering results to a highstandard
  • Always wanting to improve themselves and theirorganisation to deliver benefit to businesses and enhance their experience
  • Ability to build positive relationships withkey internal and external stake holders
  • Proactively developing self by learning newskills and techniques
  • Sharing best practice with colleagues andacross teams
  • Understanding the team and business andproactively contributing towards its success
  • Having the ability to be flexible and quicklyadapt to the needs of the team and business
  • Ability to collaborate effectively across amulti-geographical team
  • Being confident and professional whencommunicating with colleagues and businesses
  • Having a general understanding of the technologyused within Experian
  • To be able to communicate effectively withfrustrated clients*
  • CRITICAL SKILLS, BEHAVIOURS & PERSONAL ATTRIBUTES

  • Works independently whenrequired, but also as part of a team
  • Correctly follows internal andregulatory processes, procedures and policies
  • Comfortable working acrossmultiple media channels
  • Clearly communicates withclients and colleagues
  • Comfortably uses standard PCsoftware and all systems required for role
  • Contributes positively to thesuccess of the team, department and business
  • Understands business drivers
  • Acts on feedback and improvesperformance
  • Develops great relationshipswith colleagues
  • Adapts to the needs of theteam and business
  • Has the ability to handledifferent workloads, prioritise and complete multiple tasks
  • Ability to manage expectations
  • Ability to work to deadlines
  • Able to demonstrate problemsolving and research skills
  • Pass quality expectations
  • Time Keeping
  • Deliver against KPI’s
  • Apply
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