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.

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.

Helpdesk Agent

Key skills