Service Desk Agent - Stellenbosch at Experian

What you’ll be doing  

Service Support 

• Provide first point of contact for internal and external clients. 
• Participate in the management & Incident desk functions to support Credit Services and Decision Analytics applications and Hosted Solutions. 
• 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 
• Previous knowledge of the application support