Service Desk Agent

Role: Service Desk Agent

Location: Plymouth/Rockland Town MA (Onsite)

Duration: Long Term

Job Description:

• 2-3 years of Phone/Customer support experience Mandatory with excellent communication skills
• 2-3 years of Windows Technical Service desk experience is necessary
• knowledge Windows 11 and basics of Windows Server
• Basic knowledge with the following: Windows AD VMWare Exchange MECM SCOM etc.
• ITSM ticketing tools such as Ivanti ServiceNow etc.
• User password reset/account unlock/creation for Active Directory Horizon Business applications etc.
• Remote desktop connectivity applications Windows end point support
• MS Office Suite and application support
• Web Application VPN knowledge
• Administer and provide User account provisioning.
• Support desktops laptops thin clients printers scanners and peripherals
• Install configure and update banking-approved software
• Follow all internal controls and policies
• Assist in password resets MFA support and identity/access management requests.
• Identify and report suspicious activity or potential security threats
• Maintain a strong focus on data privacy and cybersecurity best practices
• Document solutions and create user guides/knowledge base articles
• Responsible for installing desktop applications and software
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions
• Responds to telephone calls email instant messages and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure
• Respond to and diagnose problems through discussions with users including problem recognition logs research isolation resolution and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
• Route problems to internal 2nd level IT support staff.
• Highly self-motivated with keen attention to detail

We also want you to have knowledge on:

• Ticket Management
• Customer Satisfaction
• First Call Resolution
• Create SOP and Knowledge Base articles for top call generators.

Required Skills & Qualifications

• Bachelors/associate degree in IT Computer Science or related field (preferred).
• 2 3 years of experience in IT service desk or technical support role.
• Experience supporting a bank or financial services environment (preferred).
• Basic and Above Average knowledge of:
  • Windows OS & Microsoft 365
  • Active Directory / Azure AD
  • VPN & MFA
  • ITIL framework
• Excellent communication customer service and problem solving skills.
• Ability to work in a fast-paced highly regulated environment.

Educational requirement:

• Graduate and preferably BCA or any other Technical Field.
• Excellent Communication Skills (Written/Verbal)
• Exceptional customer service orientation
• Excellent communication skills both written and verbal
• Disciplined systematic problem-solving skills required.