Service Desk Analyst with English & French

Описание

We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making. We also help people to check their credit report and credit score and protect against identity theft.

We employ approximately 17,400 people in 44 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil.

Experian is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.

We are committed to building an inclusive culture and 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.

Position Title: Service Desk Analyst with English & French

Job Description
1. Service Support

Provide first point of contact for internal users and external users.
Participate in the management & Incident desk functions to support DA Software and Hosted Solutions.
Participate in the centralised Service Support Incident desk Function – Logging of calls, Incident & Problem Management, escalation & reporting. Management of fault, liaising with the client, internal & external resources to resolve the fault.
Incident desk - Logging, management, escalation, prioritisation, communication back to end-users. Identify corrective actions.
Liaison with end-users to provide regular feedback on progress.
Ensure all services are delivered within the agreed service levels and performance standards.
Ensure all operational checks are completed & issues are communicated appropriately.
Produce & communicate Management Information Reports.

2. Client Reporting

Provide clients with monthly reports related to both Hunter and Transact utilisation.
Obtain client feedback on reports content.

3. Service Management:

To assist the service manager as required in the creation, implementation, management and review of appropriate SLA’s and OLA’s for both internal and external clients in line with the DA Support strategy. Ensuring that the support model is adhered to at all times with appropriate escalation of requests outside of that model. Implementing and creation of appropriate MI to show performance of SLA and OLA’s.

4. Building and Managing Relationships

To build strong working relationships with both internal partners and client base. Being a trusted Experian contact - being able to see and represent the clients view within Experian. Following through to completion client requests.

5. Teamwork

To build and encourage a positive image of the Service Management function. Working closely with peers in the DA Support community and wider Experian business to share best practice.

6. Planning and Organising

To plan and manage own time being able to prioritise multiple requests quickly and effectively by managing team resource. To manage both internal and external client expectations taking responsibility for actions and decisions.

7. Personal Development

Continually review and plan own personal development by assessing training needs, mentoring and growth opportunities. Striving to understand wider Experian business. To define own objectives by understanding how they fit with the overall DA Support Strategy.

8. Other responsibilities

Comply with company rules and procedures and stay informed about their updates

Qualifications
Responding to clients queries via email or telephone
Analysis of reported issues and logging as either Incidents or requests
Generation of monthly client reports
Line manager reports – as required.
Making procedural changes to any Service Desk processes that may have impact without receiving formal approval from the appropriate manager.
Prioritisation of incidents and requests where client requirements do not comply with the Service Desk response.
Amendments to client monthly reports.
Standard Operating Procedures
Service Desk User Manual
Strong Client focus - motivation to listen and respond to Client issues and requests.
Ability to build and maintain close relationships with internal teams and external clients.
Ability to create and implement Service Level Agreements and Operational level Agreements.
English Language / Mathematics / Science subject at tertiary level.
Excellent understanding of the English language and French language.
Previous Service Desk experience plus ITIL or other similar related discipline
Additional Information
We offer:

Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials & books
Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time
Social benefit package - life insurance, food vouchers, additional health insurance, corporate discounts, Multisport card, and a Share options scheme
Work-life balance - 25 days paid vacation and 3 additional paid days for participation in Social responsibility events
Opportunity for Flexible working hours and Home Office
In order to stay safe and be responsible, we introduce a remote hiring process with online interviews for all candidates.

The health and wellbeing of our people is a top priority.

That’s why if you join us we will provide you with the benefits which fit your needs through all the stages of your life.

Изисквания към кандидата

Езикови познания:
Английски език, Френски език

Трудов опит:

Образование:
Бакалавър

Ние предлагаме

Вид заетост:

Срок на заетост:

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

Финанси

Държава:

България

Населено място:

Гр. София

Адрес:

Цариградско шосе 115 Г, бл. Сграда Мегапарк, ет. 10, София 1784

Дата:

05.05.2022

Организация:

ЕКСПИРИЪН БЪЛГАРИЯ ЕАД
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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