End User Services (EUS) Team Lead - APAC

The End User Services (EUS) Team Lead at Experian is responsible for managing the delivery of end user support services across the Asia Pacific region. This role focuses on overseeing Help Desk and Field Services operations to ensure efficient and effective support for internal clients. Experian is a global leader in information services, empowering consumers and businesses to manage data with confidence.

Key responsibilities include leading the operational team to coordinate goals, KPIs, and SLAs, monitoring daily support operations to ensure timely resolution of incidents, and managing escalations while enforcing service level agreements. The EUS Team Lead also advocates for end users by addressing complex issues, promoting self-service tools, and maintaining high satisfaction levels. Additionally, the role involves analyzing support workflows to identify inefficiencies, implementing improvements, and evaluating emerging technologies to enhance service delivery.

Candidates should have a minimum of five years of related technical and/or managerial experience in end user services, particularly in Help Desk and Field Services environments. Strong professional and interpersonal skills are essential, including exceptional customer service, creative problem-solving abilities, and effective written and verbal communication. Proficiency in Microsoft Excel and other reporting tools, as well as expertise in ITIL, ITSM, Problem, Change, and Service Level Management, are also required. Experience across various IT fields to fully understand the services provided is beneficial.

Experian offers a dynamic work environment that fosters professional growth and development. Employees have access to continuous learning opportunities and are encouraged to innovate and drive change within the organization. The company values diversity and inclusion, creating a supportive atmosphere where all team members can thrive.