Service Desk Agent

About Momentum Financial Services Group

Momentum Financial Services Group (MFSG) has over 40 years of experience providing financial services solutions, notably as the team behind Money Mart, Canada's largest non-bank branch network. MFSG offers diverse financial products like short-term loans, money transfers, and prepaid cards, serving over a million customers annually. The organization values collaboration across teams to create impactful solutions that improve access to money for underserved communities.

Role Overview

The Service Desk Agent operates under the Helpdesk Manager and plays a key role in maintaining IT Helpdesk operations. This position requires prompt and professional support for IT and operational concerns through various communication channels like phone, chat, and ticketing systems. The role demands exceptional attention to detail, multitasking abilities, and strong communication skills to ensure issues are managed within predefined service standards.

Primary Responsibilities

• Provide troubleshooting support for IT and application issues affecting internal employees and retail operations.
• Collaborate with internal departments and external partners to facilitate resolution and enhance services.
• Take ownership of urgent incidents and escalate as necessary.
• Respond to inquiries regarding products and services, providing clear guidance.
• Coordinate IT support availability and schedules to comply with service level agreements.
• Manage call and chat queues, prioritizing by business needs.
• Work with various organizational units to resolve user issues effectively.
• Escalate critical incidents to Application Support and Development teams appropriately.
• Log all issues and activities comprehensively in the IT Service Management system.
• Maintain detailed records of customer interactions, complaints, and resolutions for knowledge base reference.
• Provide regular status updates on incidents and escalations to Helpdesk Management.
• Engage collaboratively with IT teams and business partners to leverage best practices and ensure quality service delivery.
• Act as escalation point for support tickets when required.
• Build and maintain trustful relationships with stakeholders to achieve aligned goals effectively.

Required Qualifications and Experience

• Bachelor’s or associate degree in software engineering, computer science, information technology, computer engineering, or equivalent education and work experience.
• Relevant certifications such as ITIL or other industry-recognized credentials.
• Three to four years of experience in a helpdesk call center or IT service delivery environment.
• Exposure to customer-facing IT systems integrated with complex back-office operations.
• Comprehensive understanding of IT operations encompassing networking, telecom, infrastructure, security, and desktop support.
• Proven capability to build and manage relationships with business partners.
• Ability to remain resilient and pragmatic amid evolving and challenging situations.
• Knowledge of financial products like installment loans, payday loans, checks, and domain familiarity with loans, underwriting, collections, call centers, and fraud.

Core Skills and Competencies

• Excellent interpersonal and communication skills for customer interaction and incident updates.
• Ability to translate complex technical issues into straightforward explanations.
• Strong problem-solving aptitude.
• Writing skills suited for documenting system issues and feedback in ITSM tools.
• Effective time management to prioritize tasks.
• Proficiency with helpdesk software, ticketing tools, and related databases.
• Fluency in English verbal and written communication; French language skills are an advantage.

Additional Employer Notes

• The job description is subject to change and does not encompass every task required.
• The employer retains the right to update this document at any time and employment can be terminated by either party at will.
• Information herein is confidential and intended for internal use only.

About MFSG India

MFSG India is dedicated to transforming its customers' lives through tailored financial solutions delivered across more than 400 locations in Canada and the U.S. The organization prides itself on inclusiveness, customer compassion, innovation, and teamwork. MFSG emphasizes a supportive employee culture where contributions are recognized and growth is encouraged.

Employee Benefits

• Comprehensive medical insurance for employees, spouses, two children, and two parents, with coverage of 600,000 INR per year.
• Optional additional insurance top-up of 500,000 INR available with a nominal monthly deduction.
• Provident fund with an employer contribution of 1,800 INR monthly for future financial security.
• Performance-based incentives including an annual bonus up to 5% of base salary, contingent on individual and company performance.
• Recognition programs offering rewards redeemable as gift cards, experiences, or personalized perks.