Helpdesk Agent

Requirements

• 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)
• Building and managing key relationships with internal and external business partners.
• Ability to demonstrate resilience and pragmatism in the face of a challenging and continually changing environment.
• 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.
• Outstanding communication skills. (customer interaction, updates, analysis)
• The ability to articulate complex technical information into simple-to-understand terms.
• Problem-Solving Skills.
• Excellent Written communication skills (documentation of system issues, analysis, solutions in the ITSM system, and feedback for improvement of help desk procedures)
• Time management
• Working knowledge of Helpdesk software, ticketing systems, and databases.
• Strong verbal and written English communication skills are required.
• French language skills are a plus.
• EMPLOYER'S RIGHTS
• This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed

Additional Information

Momentum Financial Services Group is a leading provider of financial services in North America. For over 40 years, we've been committed to providing financial solutions that meet the evolving needs of consumers and business owners. Backed by a retail network of 400+ locations and robust digital and mobile platforms, we provide access to cash and related products to help our customers achieve their goals. Our highly skilled workforce puts customers first in everything we do. We serve 2 million people annually with diverse and innovative financial products such as loans, check cashing, money transfer and prepaid cards. Through this ever-evolving suite of services, we empower customers to manage their finances and improve their lives. Wherever customers are on their financial journey, Money Mart Financial Services provides solutions. GENERAL FUNCTION 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. The role requires strong attention to detail, effective communication skills, and the ability to manage multiple priorities in a fast-paced environment. Responsibilities include incident management, issue documentation, escalation coordination, queue management, and contributing to knowledge base documentation. DUTIES/RESPONSIBILITIES 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. EDUCATION 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.

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