Help Desk Technician II

Experian Information Solutions

巴基斯坦

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Job Summary
We are seeking a skilled Service Desk Technician to provide technical support within Experian’s Contact Center, known as the MCE. This role serves as the primary point of contact for promptly resolving technical issues reported by end users. The Service Desk Technician will offer Tier 1 and occasionally Tier 2 support, focusing on troubleshooting and initial triage for contact center applications. Additionally, the role involves managing and maintaining hardware for over 1,200 agents, ensuring seamless operational continuity across multiple time zones.

Key Responsibilities
- Deliver Tier 1 support and, when assigned, Tier 2 support by responding to technical inquiries through phone, ticket portal, chat, and email channels.
- Provide support to operational teams located in India and the US, working across different time zones.
- Participate in an on-call rotation as required to ensure continuous support coverage.
- Manage the entire ticket lifecycle, including opening, updating, escalating, and closing trouble tickets, while ensuring compliance with Service Level Agreements (SLAs).
- Maintain clear and consistent communication with end users throughout the issue resolution process.
- Install, configure, and support client workstations and laptops through daily interaction with end users.
- Assist Systems Administrators, Managers, and Directors with various project-related tasks as directed.
- Oversee inventory management of hardware and recommend process improvements and technology upgrades to enhance efficiency.
- Communicate technical issues and incidents effectively across different organizational levels.
- Create and maintain technical documentation and procedures under management guidance.
- Develop technical solutions and automate repetitive tasks to improve service delivery.
- Assign tickets to Service Desk team members and report team activities to the reporting manager.
- Work flexible shifts aligned with IST time zones, either from 9:00 AM to 6:00 PM or 3:00 PM to 12:00 AM.

Required Qualifications
- Demonstrated ability to maintain privacy and confidentiality, apply critical thinking, and adhere to company policies and procedures.
- Strong customer focus with excellent verbal and written communication skills, professionalism, and courteous interaction.
- Proven capability to manage multiple priorities, track tasks effectively, follow directions, and escalate issues appropriately.
- Experience working within a technology support organization, with a solid understanding of operational best practices and a continuous improvement mindset.
- Ability to provide timely resolutions and conduct root cause analysis for end-user requests.
- Fluency in English is essential.
- Typically requires a bachelor’s degree in computer science or a related technical field, or equivalent professional experience.
- Minimum of 8 years of relevant experience in technical support roles.
- Microsoft certification is preferred.
- Strong planning, organizational, and project implementation skills.
- Comfortable working in a fast-paced, high-energy environment and independently researching solutions.
- Skilled in creating clear, detailed technical documentation.
- Ability to collaborate effectively with cross-functional teams and adapt communication to varying technical skill levels.

Preferred Qualifications and Benefits
- Experience with Cisco PCCE applications, ServiceNow, VDI environments, remote desktop support tools, JIRA, Confluence, OKTA, and Microsoft Active Directory is advantageous.
- Experian is a global leader in data and technology, committed to diversity, equity, and inclusion. The company fosters a supportive culture emphasizing work/life balance, employee development, wellness, and recognition.
- Recognized as a World's Best Workplace™ 2024 and a Great Place to Work™ across multiple countries.
- Experian is an Equal Opportunity and Affirmative Action employer dedicated to innovation and cultivating a diverse workforce where employees can bring their whole selves to work.
- Accommodations are available for candidates with disabilities or special needs upon request.

Join Experian to contribute to powering opportunities worldwide while advancing your career in a dynamic, inclusive, and supportive environment.