Helpdesk Agent

Job Description

The Helpdesk agent reports to the helpdesk managers and is responsible for providing high levels of support to corporate and retail users, ensuring that all customer requests and issues are handled in a timely and professional manner.

This role includes call and chat handling, resolving customer issues, supporting mobility and office devices, proficiency in troubleshooting, configuring, and managing network devices such as routers, switches to ensure smooth network operations and meeting performance metrics against established KPIs and SLAs.

The helpdesk agent also collaborates with IT teams and SMEs to troubleshoot and resolve technical and functional issues and assists with building knowledge-based solutions.

DUTIES / RESPONSIBILITIES

• Handling High volume of chats (handling simultaneous chats)
• Email handling
• Phone handling (multi-lingual French, English, Spanish - English / Spanish 1 FTE each for 17hours (at least 4-5 resources), M-F 0700-2300 ET, S-S 0700-2200 ET)
• Basic printer troubleshooting (network printing)
• Basic Network diagnostics
• Application troubleshooting (POS log captures, cache clearing, Office, Adobe, etc.)
• SCCM Software Center installations
• Browser troubleshooting
• Office 365
• Basic Windows 10 Operating system knowledge (confirm disk space, resource consumption, clearing temp files, check Ram, etc.)
• Western Union security certificate management and installation
• Assessment skills : analytics of complex systems and issues, trend analysis. (spotting chat and ticket trends)
• Detailed oriented for logging Service Requests
• Software installations
• Password resets
• CORE POS user requests (DM, SM, or CSR (Certificate Signing Request) setup, access / login issues)
• Core back-office (CBO) admin for New CSR setup, pin, bingo card setup for approvals, etc.
• Provide high levels of support for corporate and retail users.
• Establish procedures to address customer issues accurately and consistently.
• Take ownership of high priority incidents and escalate as necessary.
• Answer questions and provide 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.
• Coordinate with other departments to resolve issues.
• Escalate critical issues to support and development teams.
• Document reported issues and activities in ITSM system.
• Maintain records of customer interactions for knowledge base articles
• Provide updates to help desk managers.
• Collaborate with IT and cross functional teams.
• Build trustful relationship with stakeholders.
• Identify opportunities for team effectiveness improvements.
• Support boardroom equipment and conferencing software (Cisco, Logitech, Microsoft Teams)
• Support mobility devices(iOS / iPhone / iPads) for VIP and home-based office (HBO) users.
• Provide software and hardware support to retail locations.
• End User Support (Software / Hardware) :
• AD / O365 account support
• Microsoft Authenticator - MFA
• Desktop, Laptops, MFP (Multi-Function Printers), Tablets (Android / iPads), Retail Peripherals (Check scanners, cameras, receipt printers), VDI (Virtual Desktops)
• Hardware Management (device driver updates, installation)
• Inventory Management.
• Support for operating systems, MS office suite, and other business applications.
• Address access issues related to password, security, application configuration, troubleshooting and general inquiries.
• Follow standard EUS and IT Security procedures and log interactions.
• CMDB asset management
• Manage, maintain, and deploy desktop images.
• Escalate complex or urgent issues to relevant IT teams.
• Network Support :
• Handle Network topology issues.
• Router identification and configurations
• Fail-over network to backup connections.
• Troubleshoot SDWAN (Software Defined WAN) issues.
• Dispatch ISP technicians to stores
• Manage list of Internet Service Providers (ISP)
• Troubleshoot and escalate store alarm connectivity issues (Tyco) when needed.

Perform other duties as assigned.

Qualifications

EDUCATION

• Associate or bachelor’s degree in software engineering, Computer Science, IT, Computer Engineering, or similar education or work experience.
• ITIL certification and / or relevant industry certifications preferred.

EXPERIENCE

• Minimum of two years in a Helpdesk / Service desk, IT Service Delivery, or Desktop Support role.
• Experience with customer facing IT systems with complex back-office integrations.
• Broad knowledge of IT operations (networking, telecom, infrastructure, security, desktop support)
• Experience with deployment tools (SCCM, PDQ, Altiris, etc.) and PowerShell is a plus.
• Experience managing Active Directory user environments, hybrid Azure.
• Experience managing and maintaining desktop images.
• Experience troubleshooting corporate desktop hardware and software.
• Functional knowledge of financial instruments and industry domains in a plus.
• Understanding of networking fundamentals & troubleshooting such as TCP / IP, DHCP, and DNS protocols.
• Familiarity with troubleshooting various types of network hardware such as routers and switches.
• Proficient in configuring and managing devices to ensure smooth network operations.
• Experience in Router identification and configurations, fail-over to backup connections.
• Knowledge of SDWAN (Software Defined WAN)

SKILLS

• Microsoft 365 admin or Office 365 certification is a plus.
• Experience in hybrid Active Directory Environments.
• Outstanding communication skills (customer interaction, updates, analysis)
• Ability to articulate complex technical information into simple-to-understand terms.
• Problem-Solving Skills.
• Excellent Written communication (documentation of system issues, analysis, solutions in the ITSM system, and feedback for improvement of help desk procedures)
• Time management
• Knowledge of help desk software, ticketing systems, and databases
• Experience leveraging geographically diverse IT support teams.
• French language skills are a plus.
• Proficiency in the English language is required.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Notice to Ontario Applicants Momentum Financial Services Group is committed to accommodating applicants with disabilities up to the point of undue hardship during the recruitment, assessment, and selection process.

If you are selected for an interview, please notify Momentum Financial Services Group if you require accommodation in respect of the materials or procedures used at any time during this process.

If you require accommodation, we will work with you to determine how to meet your needs.

Note to Internal Applicants : All internal applicants are required to notify current manager regarding interest in applying for this role.

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