Service Desk Agent
1 week ago
Full-time
Employee Status: Regular
Role Type: Hub
Department: Customer Service
Schedule: 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.
**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
-
Service Desk Agent
1 week 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...
-
Service Desk Agent
1 week ago
Stellenbosch, South Africa Experian Full timeFull-time Employee Status: Regular Role Type: Hub Department: Customer Service Schedule: 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...
-
IT Service Desk Agent
2 days ago
Stellenbosch, South Africa Disruptive IT Full time**Job description** Role Objective: Efficient and effective logging and allocation of incoming calls and assisting Engineers / involved parties in ensuring all calls are attended to and closed. Qualifications Required**:Grade 12 **A+ **N+ or Higher**Preferred Qualifications**:ITIL v3 or ITIL 4 and QA** Experience required:1-2 Years’ experience in an IT...
-
Help Desk/service Desk Team Leader
2 days ago
Stellenbosch, South Africa Hungry Lion Fast Foods (Pty) Ltd Full timeWHO WE ARE Operating in multiple African countries, and growing rapidly, Hungry Lion strives to provide high-quality products at affordable prices in a modern fast-food environment. We are a young, fun, dynamic, and GROWING company full of opportunities with little to no corporate politics. Our mandate is to enlist intelligent, creative, and hard-working...
-
Service Desk Team Leader
1 week ago
Stellenbosch, South Africa Disruptive IT Full timeAn IT Service Desk Team Leader manages and motivates a team to provide efficient and effective IT support to users. This includes overseeing daily operations, resolving complex issues, developing team members, and ensuring adherence to service level agreements. The role requires strong leadership, technical, and communication skills, as well as the ability...
-
Service Desk Operator
2 weeks ago
Stellenbosch, South Africa Stellenbosch University Full timeDuties/Pligte The incumbent's responsibilities will include, but will not be limited to: - Capturing new requests and finalising selfhelp requests on the service desk system; - Determining the nature of the request, allocating the correct cost centre information, and assigning it to the correct team lead; - Maintenance enquiries and complaints: Assisting by...
-
Front Desk Coordinator
2 weeks ago
Stellenbosch, South Africa Bebeecustomer Full timeWelcome to a new role that offers an opportunity to excel in providing exceptional customer service. Job Description: As a Front Desk Coordinator, you will be the first point of contact for our guests. Your friendly demeanor and strong communication skills will ensure that every guest feels welcome and valued. Responsibilities Acknowledge guests with...
-
Us Inbound Customer Services Agent
2 days ago
Stellenbosch, South Africa Surgo HR & Training Full timeSurgo has partnered with a specialist global cyclist insurance solutions company recruiting for an energetic and motivated Inbound Customer Services Agent to join their team based in Stellenbosch, Western Cape. You will have the opportunity to work on some of the most challenging and relevant issues in financial services and technology. Our talented people...
-
Network Monitoring Agent
2 days ago
Stellenbosch, South Africa Herotel Full timeApplications are invited for the **Network Monitoring Agent** position. This is an on-site position, to be based in Stellenbosch and will report to the **National Monitoring Team Lead**. **PURPOSE OF THE ROLE**:The role will be responsible for monitoring the network National Monitoring Systems to detect any hardware issues on the network. As the first eyes...
-
Customer Service Agent
1 week ago
Stellenbosch, Western Cape, South Africa HumanValue Full timeHigh-end skincare and** **lifestyle brand is seeking a Customer Service and Experience Agent. This position is based in Stellenbosch, Cape Town. **The role**: **Customer Experience** - Drive customer loyalty, engagement and value by providing exceptional customer experiences across all channels and touchpoints - Provide “above and beyond” customer...
