P02 Service Desk (ASC) Engineer (India)

TransUnion's Job Applicant Privacy Notice

What We'll Bring:

Role is responsible for handling IT-related queries from internal associates, ensuring timely resolution of issues across software, hardware, and network domains. The ideal candidate will have hands-on experience in Windows, macOS, virtual environments, and enterprise IT tools, with a strong understanding of SLA management and ticket triaging.
Role holders are expected to work across a variety of shifts including public holidays and across a 24x7x365 roster pattern
Role is not an entry level ‘helpdesk’ or ‘call center role’ as basic work will be automated, so we are looking ideally for Technical Service Desk or end User support engineers with at least 2 yrs of experience working in an end user technical environment

What You'll Bring:

• Provide technical support for internal associates via phone, email, Chat and remote tools.  Issues will vary in technical nature evolving to more complex technical support.
• Troubleshoot and resolve issues related to:
  • Windows OS and macOS
  • Virtual machines (VMware, Hyper-V)
  • Applications, software installations, and hardware peripherals
  • Mobile devices (iOS, Android)
  • VPN connectivity and M365 suite (Outlook, Teams, OneDrive, etc.)
  • Multi-Factor Authentication (MFA) apps and login issues
• Utilize ITSM tools such as Remedy for incident and request management and keeping track of work
• Use remote support tools like SCCM and ManageEngine to diagnose and resolve issues.
• Accurately triage tickets, classify priorities, and escalate P1 incidents as needed.
• Ensure adherence to SLAs and maintain high standards of customer satisfaction.
• Document solutions and contribute to the knowledge base for recurring issues.
• Collaborate with other IT teams for issue resolution and service improvements.

Impact You'll Make:

• 2+ years of experience in a technical support or service desk role.

• Strong troubleshooting skills in Windows, macOS, and virtual environments.
• Experience with ITSM platforms (e.g., Remedy) and remote support tools (SCCM, ManageEngine).
• Familiarity with mobile device management and support.
• Knowledge of MFA applications and VPN configurations.
• Proficiency in Microsoft 365 troubleshooting.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

TransUnion Job Title

Sr Analyst, Desktop Systems