Ready to make a difference? Experian has evolved into a global tech company and leader in data and analytics. We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. We’re a constituent of the FTSE 30 and for more than 125 years we’ve helped economies and communities flourish – and we’re not done.Discover the Unexpected - Our 22k amazing employees in 30+ countries believe the possibilities for you, and the world, are growing. We’re investing in the future, through new technologies, talented people and innovation so we can help create a better tomorrow. To do this we employ ‘big-thinkers’ and ‘can-doers’ that share our purpose #uniquelyexperianJob DescriptionRole SummaryTo provide the service support to all Africa internal and external client.Knowledge, Skills and ExperienceStrong Customer FocusAttention to DetailStrong communication (Written and Verbal)Time ManagementOwernershipKey ResponsibilitiesService Support: Provide first point of contact for internal and external clients.Participate in the management & Incident desk functions to support Credit Services and Decision Analytics applications and Hosted Solutions. Alignment to EMEA Customer Service Management service desk standards and metrics agreed.Participate in the Service Support Process which involves (1) Analysing reported queries (2)Identify corrective actions (3) Logging of cases and incidents (4)Resolve and/or route to relevant resolver groups (5)Liase with resolver groups to ensure regular feedback to clients on progress depending on agreed SLA (6) Escalation and reporting on said cases (if and when required) (7) Confirming with client(s) on the satisfaction of resolution (8) Closure of ticket (9) Ensure all services are delivered within the agreed service levels and performance standards. (10) Ensure all operational checks are completed & issues are communicated appropriately.Client Reporting: Obtain client feedback on reports content.Service Management: To assist the service manager as required in the creation, implementation, management and review of appropriate SLA’s and OLA’s for both internal and external clients in line with the CSDA Support strategy.Ensurethat the support model is adhered to at all times with appropriate escalation of requests outside of that model.Implementing and creation of appropriate MI to show performance of SLA and OLA’s.Building and Managing Relationships: To build strong working relationships with all stakeholders.Being a trusted Experian contact - being able to see and represent the clients view within Experian.Following through to completion client requests.QualificationsQualificationsMatric/ Grade 122-3 years Customer Service experience2-3 years Service Desk experience2-3 years previous knowledge working on ticket logging systemWhat you'll bringTo provide the service support to all Africa internal and external client. To effectively and accurately log all reported client queries into ticket management software (SNOW) and work with the various resolver groups to provide effective resolution to clients. Monitor and following up on the Service Management processes, working closely with the Service Management team to create and review Service Level Agreements that support the services provided to the Experian clients.Additional InformationOur uniqueness is that we truly celebrate yours. Experian's culture and people are key differentiators. We take our people agenda very seriously and focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian’s strong people first approach is award winning; Great Place To Work in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) 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 a critical 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#J-18808-Ljbffr