Analyst-1
6 months ago
TransUnion's Job Applicant Privacy Notice
**What We'll Bring**:
**What You'll Bring**:
- Provide exceptional customer service to all our internal and external customers by being courteous, polite and friendly toward all those we serve. Acknowledge and address customer’s issues immediately in order to determine the overall support needs and proper resolution path.
- Search Knowledge Base articles and/or Standard Operating Procedures for possible resolutions or the escalation of individual requests to an elevated support team for further assistance. Actively and energetically participate in departmental programs that promote and deliver exceptional customer service to those we serve.
- Assess customer support needs by guiding and assisting customers in established procedures for requesting equipment, relocations, software installation, sign on or programming changes. Evaluate the nature of and complexity of call to ensure proper call handling.
- Fully document all associated resolutions/ actions taken in ITSM ticking system; including, description of incident, troubleshooting methods performed, and actions taken to final resolution.
- Assist Tier 2/ 3 Team Members on support projects and departmental operations as engaged or requested.
- Consult with team lead on escalated tickets and follow-ups.
- Maintain and demonstrate excellent teamwork on all assigned and scheduled support projects.
- Responsible and accountable for being on time and ready to perform duties and assignments when scheduled and without challenge. Will be self-directed and self-governing as it relates to your responsibilities whether working in the office or remote.
- Responsible for completing all timesheets, compliance training, and shift changes independently.
- Perform all other duties and special projects as assigned by senior tier members or Customer Support Leadership.
- Ability to work all shifts, weekends and holidays to support the business.
- Language skills English (required), Spanish (optional plus)
- Ability to work remote and office in Hybrid model. TU reserves the right to require in-office only.
**Impact You'll Make**:
TransUnion Job Title
Analyst, IT Support
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