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Mid LevelFull-timeRustGitGoAI
Salary Range
$102,000 - $138,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Helpdesk Agent to join our team at Momentum Financial Services Group. This role involves handling day-to-day helpdesk operations, ensuring customer requests and issues are addressed in a timely and professional manner.
Key Responsibilities
- →Providing high levels of support for customers
- →Establishing procedures to ensure all customer issues are addressed accurately and consistently
- →Taking ownership of high priority incidents and escalation
- →Answering questions and providing directions related to products and services
- →Planning and scheduling time with IT support to meet service level agreements
- →Managing call and chat queues to prioritize incoming issues
- →Coordinating with other departments to resolve customer issues
- →Escalating critical issues to Application Support and Development teams when needed
- →Documenting all reported issues and activities in the ITSM system
- →Maintaining records of customer interactions for future reference
- →Providing regular updates to Helpdesk Managers
- →Collaborating with IT teams and business partners
- →Serving as a point of contact for escalated tickets
- →Identifying opportunities to improve team effectiveness
Requirements
- ✓Associate degree or bachelor's degree in software engineering, computer science, information technology, or similar field
- ✓ITIL certification or other relevant industry certifications
- ✓Minimum of 3 years working experience within a helpdesk call center or IT Service Delivery
- ✓Experience with customer-facing IT systems with complex back-office system integrations
- ✓Broad knowledge in 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 a challenging environment
- ✓Functional knowledge of financial instruments and language
- ✓Outstanding communication skills
- ✓Problem-Solving Skills
- ✓Excellent Written communication
- ✓Time management skills
Benefits
- ★Competitive Employee Benefits
- ★Comprehensive Medical Coverage
- ★Provident Fund Contribution
- ★Performance-Based Incentives
- ★Flexible Work Model
- ★Paid Leave Entitlements
- ★Learning & Career Growth
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