Service Desk Agent

**Company Description**
Experian unlocks the power of data to create opportunities for consumers, businesses and society. At life’s big moments - from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers - we empower consumers and our clients to manage their data with confidence so they can maximize every opportunity.

We gather, analyze and process data in ways others can’t. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime. For more than 125 years, we’ve helped consumers and clients prosper, and economies and communities flourish - and we’re not done.

Our 22 000 people in 32 countries believe the possibilities for you, and our world, are growing. We’re investing in new technologies, talented people and innovation so we can help create a better tomorrow.

**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

**Additional Information** 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

**This is an in-office role, applicants must reside in Stellenbosch or in the surrounding area.**

Experian Careers - Creating a better tomorrow together

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

Experian Careers - Creating a better tomorrow together

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