Download Help Desk Support Analyst SaaS Job Description FCA

1. ROLE SUMMARY
Global Job Family : EMS
Global Role: Saas Support Desk
Typical Role Name: SaaS Support Analyst
Sub Family: CCM
Typical Band: £21,000
Typically Reports to: Help Desk Team leader
Typical direct reports: None
Purpose
The role of the Help Desk support analyst is to provide exceptional customer service.
You will use your platform, processes and marketing knowledge to clearly identify client issues and provide the
best possible solution for the client.
You will use Experian systems to monitor and manage your support requests to ensure they are answered in a
timely and consistent manner. You will use logical steps to problem solve in an efficient manner. You will use
your initiative to find solutions where others cannot.
You will support and promote change and improvements within the team, demonstrating a commitment to
continual improvement. You will be expected to proactively use your knowledge to help develop and assist
those around you in other teams and departments.
About The Team
The Software as a Service Team looks after the account needs of our, self-service, portfolio clients. They use
their knowledge of the industry, client and Experian’s propositions, to lead clients and deliver outstanding
service and marketing performance.
The role acts as part of a team of Support Analysts. The role manages and organises their individual client
support requests, internal projects and resource to provide a timely, professional and efficient service to the
client. While being vigilant of any outstanding work the team has.
The role is part of a unit of Support Analysts which requires strong communication, understanding and team
work to succeed as a team, not as individuals. This requires an awareness and willingness to help your teammate
but organisational skill to not let your own responsibilities suffer.
Essential Duties and Responsibilities
Case Management
• To organise and manage your day-to-day workload
• To monitor case age and ensure client is responded to in a timely manner
• Ensure your responses are clear, professional and accurate
• Share case patterns and highlight potential long term fixes
• Assisting Team Leader and Seniors with logging and updating incident reports.
Personal Management
• To work with your line manager to produce a development plan and ensure you stick to and evolve this
plan.
• Adhere to SaaS Helpdesk processes to help line manager manage the teams resource requirements
• With your line manager, ensure you create relative and productive objectives and attend monthly
objective reviews
• To ensure all holidays or times where you will be unable to work are communicated to your Team
Leader well in advance so that the Help Desk always has the necessary resource.
• To organise your own resource to allow for development/training tasks without the day to day workload
suffering
2nd and 3rd Line Management
• To provide all necessary information in cases opened with other teams to ensure a speedy resolution
and to monitor/chase all 3rd party tickets
Client Management
• To help identify risk clients with team leader and highlight through Experian systems the issue and
potential solutions with account management.
• To maintain service levels to clients and help to manage these standards
• To identify and highlight potential training opportunities with account management.
Process Improvement
• To continually adhere to team processes and assist in reviewing best practices
• To liaise with other Experian support teams for best practice sharing
Reporting
• To maintain individual performance report processes.
• To work with team leader to highlight issues from reporting data and adhere to the clear and actionable
plans laid out by the team leader.
Key Result Areas
• Drive case close and update times to within SLA
• Provide quality of reporting and help suggest actionable solutions to problems
• Provide resource cover across the team, throughout the year
• Provide and share documented solutions to common issues
Corporate Responsibility
 Understand and participate in performance management processes
 Actively contribute to a culture where the fair treatment of customers is at the heart of the Experian
business. Take personal responsibility to ensure that you adhere to all regulatory requirements and
apply appropriate controls in the interests of our customers.
3. KNOWLEDGE, EXPERIENCE & QUALIFICATIONS
Qualifications
 Graduate calibre candidate.
Experience
• Proven relationship building skills and professionalism.
• Strong self-management and decision making skills.
• Strong organisation skills – ability to handle a dynamic environment.
• Ability to prioritise and manage own time.
• Positive and professional approach at all times.
• Ability to liaise with staff at all levels.
• Ability to work with a close-knit team.
• Ability to perform under pressure.
• High personal drive and ability to influence internally and externally.
• Strong communication and presentation skills.
• Performs as a graduate calibre candidate.
Benefits
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Competitive Basic salary.
25 days holiday with a maximum of 28 days after 10 years’ service.
Pension Scheme – Experian contribute.
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- 7% based on an employee's contribution of 3% basic salary,
- 8% based on employee contribution of 4% of basic salary,
- 10% based on an employee contribution of 5% of basic salary.
Death in Service Benefit.
Employee Assistance Programme.
ShareSave Scheme.
Childcare Vouchers.
Eyecare Vouchers.
Season ticket loans.
Free use of Credit Expert.
Experian Extras – Discounts & offers for leading high street retailers.
Employee Referral scheme.