The purpose of the role is to provide the service support of Decision Analytics software applications to all EMEA clients during the agreed Service Hours and to effectively log all issues into the support incident management software and work with the dedicated support teams to provide effective resolution to clients.
You're probably wondering what you'll be doing:
- Providing first point of contact for internal users and external users;
- Participating in the management & Incident desk functions to support DA Software and Hosted Solutions;
- Incident desk - Logging, management, escalation, prioritisation, communication back to end-users;
- Ensuring all services are delivered within the agreed service levels and performance standards;
- Providing clients with monthly reports related to both Hunter and Transact utilisation;
- Assisting the service manager in the creation, implementation and management of SLA’s and OLA’s for both internal and external clients.
- Building strong working relationships with both internal partners and client base;
- Working closely with peers in the DA Support community and wider Experian business to share best practice;
- Planning and managing own time being able to prioritise multiple requests quickly and effectively by managing team resource.
We look for you to bring:
- High level of German language;
- High level of English language;
- Strong Client focus - motivation to listen and respond to Client issues and requests;
- Ability to build and maintain close relationships with internal teams and external clients;
- Strong communication skills with an excellent understanding of English;
- Previous Service Desk experience;
- Analysis of reported issues and logging as either Incidents or requests;
- Making procedural changes to any Service Desk processes that may have impact;
- Service Desk User Manual.
What you will get:
- Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time.
- Social benefits package including life insurance, food vouchers, additional health insurance for you and a family member, monthly flex allowance including internet bill coverage, sick leave allowance, corporate discounts, marriage and childbirth / adoption allowance, Multisport card, Sharesave plan, Employee assistance program, а birthday gift and many more!
- Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in social responsibility events.
- Opportunity for flexible working hours and home office.
- Personal Development - career pathways for professional growth supported by learning and development programmes and unlimited access to online educational training courses, learning materials & books.
Our Social Benefits Package - the way we care for our People
Experian Careers - Creating a better tomorrow together
Experian Careers - Creating a better tomorrow together
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