Senior Helpdesk Technician

2 weeks ago

Hyderabad, Telangana, India Experian Full time

Job Summary


We are seeking a highly skilled IT Support Specialist to join our team at Experian. As a Helpdesk Operations Manager, you will be responsible for managing the IT Help Desk daily functions, including troubleshooting help desk tickets and training help desk staff. Your primary goal will be to ensure operational excellence by managing the SCCM infrastructure, ensuring correct installation, configuration, use, and maintenance of the Microsoft SCCM Platform.


Main Responsibilities



  • Develop and execute a plan for increasing overall desktop platform optimization and standardization.
  • Manage the SCCM infrastructure to ensure operational excellence.
  • Ensure correct installation, configuration, use, and maintenance of the Microsoft SCCM Platform.
  • Create and manage application deployment objects for new and existing software.
  • Provide 3rd-level support for the desktop platform.
  • Work with key platform vendors for support to resolve issues and develop platform strategy.
  • Coordinate the release of critical updates and support Windows Servicing Model.
  • Provide technical assistance to support groups as needed.
  • Monitor Microsoft SCCM Platform health and mitigate identified problems.
  • Remediate and maintain SCCM client health on workstations.
  • Packaging, troubleshooting, and supporting application installation.
  • Operating system deployment, creation, update, and maintenance.
  • Monitor incident and service requests and resolve or reassign as needed.
  • Collaborate with different support teams to determine root cause of issues and escalate as necessary.
  • Interact with clients as needed.
  • Apply a continuous improvement approach in enhancing technology spending strategies.
  • Participate in various projects, providing support to IT Infrastructure and Finance.
  • Lead the help desk team to meet specific needs.
  • Create and manage intra- and inter-team processes to boost productivity and excellence in communication.
  • Administer frontline help desk assistance to clients.
  • Showcase expertise by providing satisfactory explanations and solutions to client and team questions/issues.
  • Take measures to control the effects of client problems and complaints.
  • Organize training and make arrangements for team members to receive training.
  • Keep clean records of help desk department activities and present them to management upon request.
  • Develop good working relationships amongst help desk team members.
  • Develop strategies to tackle issues with a backup plan.

Qualifications



  • High School Diploma or equivalent, Bachelor's preferred.
  • At least five (5) years' experience performing duties similar to those listed in the job description and responsibilities sections above.
  • Experience with application imaging preferred.
  • Motivated and lead a team to work in stressful situations occasionally requiring after-hours emergency response.
  • Excellent written and verbal communication skills.
  • Problem analysis and resolution.
  • English language communication required.

About Experian


We celebrate diversity and are committed to creating a workplace where everyone can succeed. Experian's culture and people are key differentiators, and we focus on what truly matters: DEI, work-life balance, development, authenticity, engagement, collaboration, wellness, reward and recognition, volunteering, and more. We are a Great Place To Work in 24 countries, a FORTUNE Best Company to work, and a Glassdoor Best Place to Work (globally 4.4 Stars). Check out Experian Life on social or our Careers Site to understand why.


Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of gender, ethnicity, religion, color, sexuality, physical ability, or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.


Experian Careers - Creating a better tomorrow together.


Find out what it's like to work for Experian by clicking here.

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