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Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- The Helpdesk Agent supports internal employees and retail operations by troubleshooting IT and application-related issues.
- Collaborate effectively with internal teams and external partners to support issue resolution and service improvements.
- Taking ownership of high priority incidents and escalation.
- Answering questions and/or providing directions related to products and services.
- Planning and scheduling time with all areas of IT support to meet service level agreements.
- Managing call and chat queues to prioritize incoming issues based on business priorities.
- Coordinating with other departments within the organization to resolve customer issues.
- Escalation of critical issues to Application Support teams & Development teams when needed.
- Documentation of all reported issues and activities in the provided ITSM system.
- Maintaining record of all customer chats, calls, complaints, and resolutions for future reference in knowledge base articles.
- Provide regular updates on incidents, escalations, and operational issues to Helpdesk Management.
- Work collaboratively with IT teams and cross functional business partners, to take advantage of best practice frameworks, methodologies, and service delivery collateral across the organization.
- Act as a point of contact for escalated support tickets as required.
- Establish trustful relationships with internal and external stakeholders by building collaborative two-way dialogue to ensure strategic alignment and execution against goals and targets.
Requirements
What you’ll need- Associate degree or bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or an equivalent combination of education and relevant work experience.
- ITIL certification or other relevant industry certifications.
- Minimum of 3-4 years’ working experience within a helpdesk call center or IT Service Delivery arena.
- Experience with customer-facing IT systems with complex back-office system integrations.
- Working knowledge in all areas of IT Operations (Networking, telecom, infrastructure, security, desktop support)
- Functional knowledge of financial instruments and language such as Installment Loans, Payday Loans, Checks, and industry domains such as loans, underwriting, collections, call center, Fraud, etc.
Benefits
Comp & perks- Competitive Employee Benefits
- Comprehensive Medical Coverage
- Provident Fund Contribution
- Performance-Based Incentives
- Bucketlist Rewards Platform
- Culture of Appreciation
- Flexible Work Model
- Paid Leave Entitlements
- Continuous Learning Culture
- Career Growth Opportunities
- Collaborative Knowledge Sharing
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
IT supporttroubleshootingITSMnetworkingtelecominfrastructuresecuritydesktop supportcustomer-facing IT systemsback-office system integrations
Soft Skills
collaborationcommunicationproblem-solvingownershipprioritizationrelationship buildingtrust establishmentservice improvementdocumentationescalation management
Certifications
ITILsoftware engineering degreecomputer science degreeinformation technology degreeinformation systems degreecomputer engineering degree