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1st Line Service Desk Analyst

  • Nottingham, United Kingdom
  • Technology
  • Full time
  • J00129629

Do you have experience in 1st line escalations? We have 2 new opportunities to join our Nottingham Service Desk within the IT Service Management team. You will assist in all the day to day processes of logging, investigating, updating, monitoring and reporting all incidents and service requests received from both internal and external clients meeting SLAs as well as managing technical incidents to increase the first line fix rate. 

 

About TDX Group - An Equifax Company

We've been a pioneer in the debt recovery industry for over a decade, helping businesses drive fair and appropriate consumer treatment by using data and intelligence.

We meet the exacting standards of our clients who are some of the biggest banking, retail and utility names as well as the UK government. The key to TDX's success has been the scope to build and deliver industry-leading performance portfolios, combining precise execution with high quality analytical insight and continuous creativity to our partners.

The Perks of being a TDX Employee?

We offer a wide range of company supported benefits including contributory pension, life cover, income protection, Bupa healthcare, enhanced maternity and sick pay, 26 days holiday and a day off for your birthday, with the ability to buy and sell and free credit checks. We also offer flexible benefits ranging from cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts plus much more!

We also support personal development and have a range of learning options including our global online learning platform and allow you to bring your whole self to work supported by our Inclusion and Diversity, Wellbeing and Employee Engagement forums. 

What you’ll do

  • Work on the Service Desk within the IT Service Management team, assisting in all the day to day processes of logging, investigating, updating, monitoring and reporting all incidents and service requests received from both internal and external clients meeting SLAs

  • Drive technical incidents to increasing the first line fix rate

  • Tickets that require escalation to other 'resolver teams' will be routed to the relevant teams

  • Work closely with the IT 2nd Line Engineers and the Dev Ops support teams on moving technical solutions and monitoring into the first line processes.

  • Becoming an expert in the Equifax and TDX standard ticketing platform of Service Now

  • Available between 8am – 6pm and potential weekends to ensure there is IT coverage within the team

What experience you need 

  • Good experience in a similar 1st line service desk role or with relevant qualifications

  • Good experience in a customer first environment

  • Good understanding of IT problem resolution 

What could set you apart

  • ITIL Knowledge or experience

  • Service Now experience 

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.


 


Who is Equifax?

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. ​​​​​​​

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.

Equifax is an Equal Opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, age, sex/gender, sexual orientation, gender identity or expression, service in the Armed Forces, protected veteran status, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.

For US Applicants

If you'd like more information on your EEO rights under the law, please view ourEEO Policy StatementEEO is the Law Declarations, and Nondiscrimination Provision
If you need a reasonable accommodation to assist with your job search or applicant for employment, please contact us by sending an email to GTA@equifax.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying. 

Equifax participates in E-Verify and Right to Work (English and Spanish).