Company Description
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.
Description
The Service Desk Analyst provides first-line support for Decision Analytics software applications and hosted solutions across EMEA clients during agreed service hours. You will be logging, managing, prioritising, resolving, and escalating incidents and service requests, while ensuring communication and effective resolution in partnership with dedicated support teams. You will report to the Customer Service Manager.
What you will do:
- Act as the first point of contact for internal and external users requiring support for Decision Analytics software and hosted solutions
- Log, triage, prioritise, and manage incidents and service requests in the incident management system
- Monitor issues through to resolution, ensuring accurate updates, clear ownership, and escalation where needed
- Support incident desk activities following agreed service levels, performance standards, and operational procedures
- Work closely with internal support teams to coordinate investigation and resolution of client issues
- Ensure all support activities are delivered within agreed Service level agreements and OLAs
- Produce and share monthly service reports for clients, highlighting service performance and key trends
- Assist the Customer Service Manager in creating, implementing, reviewing, and maintaining SLAs, OLAs, and support processes
- Identify recurring issues, process gaps, and improvement opportunities to help enhance service quality and customer experience
- Maintain accurate documentation, ticket records, and knowledge materials following team standards and contribute to continuous improvement across service operations
QualificationsWhat you will bring:
- High level of Turkish language;
- High level of English language;
- Client focus - readiness to listen and respond to Client issues and requests;
- Readiness to develop close relationships with other teams and external clients;
- Previous Service Desk/ IT support experience;
- Experience with analysis of reported issues and logging as either Incidents or requests;
- Familiarity with Service Desk User Manual.
Additional InformationOur uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
#LI-Hybrid
This is a hybrid job role.
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