Desktop Support Specialist [75845]

Role:

This role is a Service Desk Technician supporting Experian’s North America Contact Centers, also known as the MCE.

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.
• 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
• 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
• 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