Helpdesk Agent

Momentum

Helpdesk Agent supporting IT and application-related issues in retail operations at Momentum Financial Services Group. Collaborating with teams to ensure timely resolution of technical challenges.

Posted 6/2/2026full-timeHyderabad • 🇮🇳 IndiaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

The Helpdesk Agent reports to the Helpdesk Manager and supports the day-to-day operations of the IT Helpdesk.
This role is responsible for providing timely and professional support for technical and operational issues through phone, chat, and ticketing systems.
The Helpdesk Agent works collaboratively within a diverse team environment to ensure customer and internal support requests are resolved in accordance with established service levels, policies, and procedures.
Responsibilities include incident management, issue documentation, escalation coordination, queue management, and contributing to knowledge base documentation.
Collaborate effectively with internal teams and external partners to support issue resolution and service improvements.
Documentation of all reported issues and activities in the provided ITSM system.
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.

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.
Strong verbal and written English communication skills are required.
French language skills are a plus.

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 resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

incident managementissue documentationqueue managementITSMIT Operationsnetworkingtelecominfrastructuresecuritydesktop support

Soft Skills

collaborationcommunicationcustomer supportproblem-solvingteamworkescalation coordinationservice improvementdocumentationtime managementadaptability

Certifications

ITIL certification