Service Desk Technician

4 weeks ago

hyderabad, India Experian Full time

Job Description

This role is a Service Desk Technician supporting Experian MCE’s Hyderabad Contact Center. 

The key role of the MCE Service Desk is to be the single point of contact 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 triage whenever issues arise within contact center applications. We also manage and maintain all hardware required for the 1200+ agents we support.

Responsibilities: 

Work closely with internal support groups and external service providers to identify, resolve or coordinate the resolution of Desktop, Laptop, software problems, and issues. 

Proposes new solutions, ideas, tools, and techniques for highly complex problems. 

Technical mentor to the entire organization.

Resolve incident and support requests from MCE team members via multiple channels (voice, tickets, email, and walk-ups/desk side). 

Supports escalated technical issues from junior team members to solve issues with windows, apple, and mobile devices. 

Support Virtual Desktop Platform (VDI) on VMWare Horizon View for global contact centers 

May participate in applications beta-testing. 

Makes recommendations for process improvements and technology changes. 

Communicate issues and incidents to all levels of the organization as required. 

Create and maintain documents and procedures, with direction from management. 

Engineer, implement and monitor security measures for the protection of computer systems, networks, and information 

Prepare and document standard operating procedures and protocols 

Develop technical solutions and new security tools to help mitigate security vulnerabilities and automate repeatable tasks 

Ensure that the company knows as much as possible, as quickly as possible about a security incident 

Write comprehensive reports including assessment-based findings, outcomes, and propositions for further system security enhancement 


Qualifications

May require a Bachelor’s degree in Computer Science or other technical degree or equivalent experience 

Microsoft, VMware, and or Cisco certification preferred 

Typically requires 2-5 years of related experience 

Considered expert in all operational best practices; continuously implements new technology solutions to add operational efficiencies. 

Strong understanding of common IT infrastructure platforms, operating systems, tools, monitoring, and concepts.

Provides technical leadership to other teams 

Ensures timely delivery of solutions and ensures team meets SLAs 

Upgrades technician tools and platforms to the latest levels. 

Extensive experience providing helpdesk and desktop support for Windows computers in an enterprise environment (both phone & desk-side) 

Ability to provide timely resolution for all end-user requests and root cause analysis for issues 

Experience administering McAfee Endpoint Encryption 

Desktop imaging and software packaging skills preferred 

Hands-on experience with Active Directory, Exchange/Office 365, and Group Policy administration preferred 

Must be able to create clear and detailed technical documentation

Must possess strong communication skills (written and oral) as well as significant customer service skills 

Ability to work effectively with cross-functional teams.

Flexible enough to work with different technical skill levels and skillsets 

Ability to work in a highly dynamic environment 

Strong analytical and problem-solving skills 

Analytic skills in a call center environment desired 

Must be fluent in English 


Additional Information

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