Helpdesk Lead

Company Description

Experian is a global company in data services, helping organizations and consumers manage risk and make informed decisions. We empower individuals and businesses at important life moments, from purchasing a home to expanding customer bases. With over 125 years of experience, we specialize in data gathering, analysis, and fraud prevention. Our 21,700 employees across 30 countries are dedicated to innovation and creating opportunities for a better tomorrow. Recently ranked the fifth-best company to work for in Costa Rica, we prioritize inclusive culture, employee well-being, and career development. Join us at www.experian.com/careers to be part of our team.

Description

The Helpdesk Lead is responsible for the IT Help Desk daily functions including troubleshooting help desk tickets and training help desk staff. Assessment, assign, and schedule help desk tickets. Dispatch tickets to vendors. Coordinate some vendor accounts and billing. Record issues in ticketing system and coordinates referrals to appropriate technical, or service personnel for services, repairs, and training. Use and maintain Helpdesk tracking software and help document resolution procedures and scripts for help desk technicians. You will report to TSC Help Desk Manager.

• Lead desktop platform optimization, standardization, and overall.
• Manage the Microsoft SCCM infrastructure, including installation, configuration, platform health monitoring, client remediation, OS deployment, and application packaging/deployment.
• Provide Tier 3 support for desktop platforms and collaborate with support teams to resolve issues, determine causes, and escalate.
• Coordinate release cycles, critical updates, and support the Windows Servicing Model.
• Work with platform vendors to resolve issues and contribute to platform strategy.
• Handle incident and service request management, ensuring resolution or reassignment.
• Apply ITIL practices, including change management, and assist teams with technical troubleshooting.
• Manage hardware/software assets, track licensing compliance, and support continuous improvement in technology spend.
• Participate in IT Infrastructure and Finance projects, offering technical and operational support.
• Provide direction and escalation support to the help desk; ensure service delivery and crisis management.
• Maintain documentation, organize training for team members, and foster positive team collaboration.
• Develop strategies and backup plans to ensure service performance.

• Experience in Management or Lead position
• Motivated and lead a team to work occasionally requiring after hours emergency response
• Problem analysis and resolution