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.

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.

Helpdesk Agent

Key skills