Helpdesk Agent

Job Title: Helpdesk Agent

Job Summary:

We are seeking a highly skilled Helpdesk Agent to join our team at Momentum Financial Services Group_new. As a Helpdesk Agent, you will be responsible for providing exceptional technical support to our corporate and retail users, ensuring that all customer requests and issues are handled in a timely and professional manner.

Key Responsibilities:

• Provide high levels of support to corporate and retail users
• Handle high volume of chats and emails
• Phone handling for multi-lingual support
• Basic printer troubleshooting and network diagnostics
• Application troubleshooting and software installations
• SCCM Software Center installations and browser troubleshooting
• Office 365 and Windows 10 Operating system knowledge
• Western Union security certificate management and installation
• Assessment skills for analytics of complex systems and issues
• Detailed oriented for logging Service Requests
• Software installations and password resets
• CORE POS user requests and Core back-office admin
• 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
• Support mobility devices for VIP and home-based office users
• Provide software and hardware support to retail locations
• End User Support for Software/Hardware
• Network Support for Network topology issues and router identification

Requirements:

• 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
• 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 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