Service Desk Technician at Experian

Ideal for a technician with at least two years of experience in technical support and a bachelor’s degree in computer science or a related field. You should be

Work type: hybrid

Location: Heredia

Type: Full-time

Summary

Ideal for a technician with at least two years of experience in technical support and a bachelor’s degree in computer science or a related field. You should be comfortable managing hardware and software issues for a large user base across multiple international time zones. **What makes it worth a look...** Experian offers this role in Heredia, where you will start on-site before transitioning to a hybrid schedule. The position provides deep exposure to enterprise-level infrastructure and global contact center operations. **You might be a good fit if you...** * Have hands-on experience with ServiceNow and Active Directory * Are comfortable working with VDI environments and Cisco PCCE * Possess proficiency in JIRA and Confluence for ticket management * Can manage remote desktop support tools and client workstation configuration

Job Description

## Job Description
You will be a Service Desk Technician supporting Experian's Contact Center, also known as the MCE. You will report to the Manager, MCE Service Desk.

The main role of the MCE Service Desk is to address and quickly resolve technical issues raised by the end-user. The Service Desk operates as a technical resource providing support, testing, and initial evaluation whenever issues arise within contact center applications. We also maintain all hardware required for the 1200+ agents we support.

You'll have opportunity to:

• Provide Tier 1 support (and as assigned Tier 2 support) - Addresses technical issue inquiries received by phone, ticket portal, chat, and email.


• Support operational groups across time zones in India, Chile, Costa Rica, and the US.


• Manage tickets promptly, including opening, updating, and closing to ensure Service Level Agreement (SLA) compliance


• Establish and communicate with end-users throughout the lifecycle of their issue or service request


• Work and interface with end-users daily. Install, configure, and support client workstations and laptops


• Assist Systems Administrators, Manager and Director in specific project tasks


• Management inventory of equipment


• Make recommendations for process improvements and technology changes


• Communicate issues and incidents to all levels


• Create documents and procedures, with direction from management


• Develop technical solutions and automate repeatable tasks

## Qualifications

• Bachelor's degree in computer science or technical degree; or equivalent combination of education and experience


• 2+ years of related experience


• Flexible enough to work with different technical skill levels and skillsets


• Must be fluent in English


• Experience working within a technology support organization


• Considered expert in all operational best practices, implements new technology solutions to add operational efficiencies.


• Experience working with Cisco PCCE applications, Service Now, VDI environments, and remote desktop support tools


• Previous experience providing resolution for end-user requests and root cause analysis for issues


• Experience with JIRA and Confluence, OKTA, Service Now, remote desktop support tools, and MS Active Directory


• Customer Service

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