Help Desk Expertise Specialist
hace 6 horas
At Equifax, we empower individuals to reach their full potential.
We are seeking a highly skilled Service Desk Support Agent to join our team.
The successful candidate will provide expert support to internal Equifax employees and contractors, addressing system-related issues that impact multiple users and Contact Center tools.
Key responsibilities include:
- Investigating issues by opening incident tickets, providing incident bridge lines and chats, and escalating to required teams for assistance.
- Performing initial analysis of reported issues to assist with correlation of known incidents.
- Leveraging Runbooks and system knowledge to achieve 'First Call Resolution' for a portion of reported incidents.
Requirements for the role include:
Advanced spoken and written English Level (B2+ / C1)
- 1 year of proven experience in Technical Support
- 1 year of ticket management systems experience
- 1 year of customer service experience
Desirable skills and qualifications include:
- ServiceNow
- SalesForce
- Confluence
- Genesys Call System
- Avaya Cal System
- Google Chat/ Hangout or Slack, or similar group chat technology
- PagerDuty - Support Engagement and Alerting tool
We offer a comprehensive compensation and healthcare package, including on-site doctor services, paramedics on call 24/7, life insurance, gym facilities, collaborative workspaces, free transportation and parking, subsidized cafeteria, and solidarity association.
Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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