Service Desk Agent

2 days ago

Stellenbosch, South Africa Experian Full time

**Company Description**
Experian plc is an Anglo-Irish multinational consumer credit reporting company.

Experian collects and aggregates information on over 1 billion people and businesses, including 235 million individual US consumers and more than 25 million US businesses.

We operate in 37 countries with offices in the United Kingdom, the United States and Brazil.

We employ approximately 17,000 colleagues, and last fiscal year, our year-end revenue was US$5.18 billion.

Our product proposition covers credit services, Decision Analytics and marketing assistance to businesses, including individual fingerprinting and targeting.
**Job Description** Why this role is critical to us**
- To provide the service support to all Africa internal and external client. To effectively and accurately log all reported client queries into ticket management software (SNOW) and work with the various resolver groups to provide effective resolution to clients. Monitor and following up on the Service Management processes, working closely with the Service Management team to create and review Service Level Agreements that support the services provided to the Experian clients.

**What you’ll be doing**

Service Support
- Provide first point of contact for internal and external clients.
- Alignment to EMEA Customer Service Management service desk standards and metrics agreed
- Participate in the Service Support Process which involves
- Analysing reported queries
- Identify corrective actions
- Logging of cases and incidents
- Resolve and/or route to relevant resolver groups
- Liase with resolver groups to ensure regular feedback to clients on progress depending on agreed SLA
- Escalation and reporting on said cases (if and when required)
- Confirming with client(s) on the satisfaction of resolution
- Closure of ticket
- Ensure all services are delivered within the agreed service levels and performance standards.
- Ensure all operational checks are completed & issues are communicated appropriately.

Client Reporting
- Obtain client feedback on reports content.

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 CSDA 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.

Building and Managing Relationships
- To build strong working relationships with all stakeholders. Being a trusted Experian contact - being able to see and represent the clients view within Experian. Following through to completion client requests.

**Qualifications** What is required**
- Matric/ Grade 12
- MS Office suite essential
- 2-3 years’ Service Desk experience
- 2-3 years Customer Service experience
- ITIL Foundation Certification
- 2-3 years previous knowledge working on ticket logging system

**What you’ll need to bring to the party**
- Strong Customer focus
- Attention To Detail
- Strong verbal communication
- Strong written communication
- Good understanding of maintaining SLA’s and OLA’s
- Good understanding of Service Desk processes
- Ability to work within a team
- Ability to generate client’s reports
- Ownership
- Time Management

**Additional Information**

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

Stellenbosch, Western Cape 7600 Experian House, 3 Neutron Avenue, Techno Park

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