HelpDesk Technician II

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

• Work closely with internal support groups and external service providers to identify, resolve or coordinate the resolution of  Laptop, software problems, and issues.
• Extensive experience providing helpdesk and desktop support for Apple (MAC 75%) & Windows (25%) 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
• Ability to Image / Re-image Mac & Windows 11 Operating Systems.
• Strong understanding of common IT infrastructure platforms, operating systems, tools, monitoring, and concepts.
• Strong troubleshooting skills with Windows 11, Apple OSX, and other business applications.
• Expert desktop imaging and software packaging skills.
• Hand-on experience working with Service Now , JSM & Logmein123 Remote tool.
• Hands-on experience with Active Directory, Exchange/Office 365, and Group Policy administration.
• Efficiency in working through tools such as Microsoft SCCM and JAMF Casper.
• Resolve incident and support requests from Experian Consumer Services team members via multiple channels (voice, tickets, email, and walk-ups/desk side).
• Makes recommendations for process improvements and technology changes.
• Create and maintain documents and procedures, with direction from management.
• Identify and define system security & Vulnerability Management
• Prepare and document standard operating procedures and protocols
• The ability to inspire technicians by providing new ideas or concepts to consider helps "roadmap" the future.
• Knowledge on Asset Management would be an added advantage.

• Require a Bachelor’s degree in Computer Science or other technical degree or equivalent experience
• Typically requires 5 years of related experience
• Must possess strong communication skills (written and oral) as well as significant customer service skills
• Ability to work effectively with cross-functional teams.
• Ability to work in a highly dynamic environment with technical skill levels and skillsets
• Strong analytical and problem-solving skills
• Ability to provide input and recommendations on new technology and process improvement

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. 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 an important 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 their gender, ethnicity, religion, colour, 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 its like to work for Experian by clicking here