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Service Desk Analyst with Russian and English

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Customer Service
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185846 Requisition #
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We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making.
 
We also help people to check their credit report and credit score, and protect against identity theft. In 2018, for the fifth consecutive year, Experian has been named to Forbes Magazine’s Top 100 list of the “World’s Most Innovative Companies.”
 
We employ approximately 17,000 people in 38 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil.
 
At Experian, we are committed to building an inclusive culture and to creating an environment where people can balance successful careers with their commitments and interests outside of work. Our flexible working practices support our belief that this balance brings long-lasting benefits for our business as well as our people. Some roles lend themselves to flexible options more than others, and if this is important to you, we are open to discussing agile working opportunities during the hiring process.
 
We are currently looking for a Service Desk Analyst with Russian and English to join our Decision Analytics Service Desk team located in Sofia, Bulgaria. This position will allow you to develop a wide variety of business, technical and interpersonal skills, working with some of the world’s largest financial organizations, helping them to react quickly to potential fraud risks and to implement strategies to highlight these at the earliest opportunity.
 
As a member of the Service Desk team located in Sofia you will provide a high standard of client support within a demanding environment. You will deal with a wide variety of issues and work closely with your team and internal business partners to provide our clients with accurate and timely solutions to high priority issues relative to the Experian software products they utilize.
 
Responsibilities:
 
• Provide first point of contact for internal users and external users;
• Participate in the management & Incident desk functions to support DA Software and Hosted Solutions;
• Investigate complex production issues, recreating problems and utilizing trace files & error diagnostics. Identify root cause and propose solutions;
• Incident desk – Logging of calls, incident & problem management, escalation, reporting, prioritization, communicating back to end-users. Identify corrective actions;
• Communicate to all key stakeholders on the status and progress of the investigation with clear actions and timescales;
• Liaison with end-users to provide regular feedback on progress;
• Ensure all services are delivered within the agreed service levels and performance standards;
• Ensure all operational checks are completed & issues are communicated appropriately;
• Produce & communicate Management Information Reports;
• Provide clients with monthly reports related to both Hunter and Transact utilization;
• Obtain client feedback on reports content;
• Provide responses to clients;
• Maintain the client email lists for DA products.
 
The successful candidate will have:
 
• Very good command of English and Russian – both written and spoken;
• High school diploma – mathematics or IT related discipline;
• Previous Service Desk or Customer Support experience;
• Motivation for work in the field of service support - on various tasks in a dynamic environment, meeting deadlines and quality standards;
• Problem solving and analytical skills.
 
The following skills and abilities will be considered as an advantage:
 
• Previous experience of ITIL or other similar related discipline;
• Understanding of Network/Hosted Infrastructure.
 
We offer:
 
• Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials & books
• Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time
• Social benefit package - life insurance, food vouchers, additional health insurance, corporate discounts, Multisport card, and a Share options scheme
• Work-life balance - 25 days paid vacation and 3 additional paid days for participation in Social responsibility events
• Opportunity for Flexible working hours and Home Office

  

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