Service Desk Analyst

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.

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.

• First Contact Resolution Rate
• Average Response and Resolution Time
• Customer Satisfaction Score (CSAT)
• Ticket Volume and Backlog Management
• SLA Compliance

• 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.