1st Line Technical Support Analyst with German

Experian unlocks the power of data to create opportunities for consumers, businesses and society. At life’s big moments – from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers – we empower consumers and our clients to manage their data with confidence so they can maximize every opportunity.

We gather, analyze and process data in ways others can’t. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime. For more than 125 years, we’ve helped consumers and clients prosper, and economies and communities flourish – and we’re not done.

Our 22 000 people in 32 countries believe the possibilities for you, and our world, are growing. We’re investing in new technologies, talented people and innovation so we can help create a better tomorrow.

Why us?

No one makes sense of data like Experian. We are on a mission to deliver the full power of data, analytics and technology in ways that transform lives. As a team, we’re committed to working together. So, we work in an inclusive environment that welcomes people with lots of different perspectives. We put people first and care about work that works.

We like to strike a balance between how much time we spend on work and how much we keep for ourselves. After all, we’ve all got commitments and interests outside the office. So, talk to us about how you’d best like to work with us. We’re flexible and interested in helping you to get the best out of working with us.

You're probably wondering what you'll be doing:

The purpose of the role is to provide the service support of Decision Analytics software applications to all EMEA clients during the agreed Service Hours and to effectively log all issues into the support incident management software and work with the dedicated support teams to provide effective resolution to clients.

Providing first point of contact for internal users and external users;

Participating in the management & Incident desk functions to support DA Software and Hosted Solutions;

Incident desk - Logging, management, escalation, prioritisation, communication back to end-users;

Ensuring all services are delivered within the agreed service levels and performance standards;

Providing clients with monthly reports related to both Hunter and Transact utilisation;

Assisting the service manager in the creation, implementation and management of SLA’s and OLA’s for both internal and external clients.

Building strong working relationships with both internal partners and client base;

Working closely with peers in the DA Support community and wider Experian business to share best practice;

Planning and managing own time being able to prioritise multiple requests quickly and effectively by managing team resource.

We look for you to bring:

High level of German language;

High level of English language;

Strong Client focus - motivation to listen and respond to Client issues and requests;

Ability to build and maintain close relationships with internal teams and external clients;

Strong communication skills with an excellent understanding of English;

Previous Service Desk experience;

Analysis of reported issues and logging as either Incidents or requests;

Making procedural changes to any Service Desk processes that may have impact;

Service Desk User Manual.