Junior Service Desk Agent

• Compensation: USD 40,000 - USD 45,000 - yearly

Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change. By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses. From prototype to real-world impact - be part of a global shift by doing work that matters.

* This role is onsite in Hartford, CT and will require 100% onsite presence. Must be flexible on shifts and available starting 11/02 for 4 weeks of onsite training without missing any days.

The IT Service Desk Professional provides first-level technical support to Client's colleagues, business partners, and authorized users through voice calls.

The role is responsible for answering inbound support calls, troubleshooting and resolving IT incidents, supporting clinical and desktop applications, documenting issues accurately, and escalating incidents when additional technical assistance is required. The successful candidate will provide professional customer service, take ownership of incidents, and work efficiently in a high-volume voice contact-center environment.

The role requires adherence to Client and Endava security, privacy, access-management, and operational procedures.

Key Responsibilities

• Provide technical support through inbound voice calls.
• Ask questions to understand and troubleshoot user issues.
• Resolve incidents during the first call whenever possible.
• Support clinical applications, desktop applications, hardware, access, connectivity, and other workplace technologies.
• Take ownership of incidents through resolution or escalation.
• Explain solutions clearly and provide updates to users.
• Record troubleshooting steps, resolutions, and follow-up actions in the service-management system.
• Escalate unresolved issues to the appropriate technical support team.
• Identify recurring issues and share trends or knowledge gaps with Service Desk leadership.
• Follow security, privacy, access, and data-handling requirements.
• Meet required service-level, quality, productivity, and customer-service standards.
• Participate in rotating shifts and weekend coverage.
• Support training, knowledge transfer, system changes, and other Service Desk activities.

• Diploma, degree, or equivalent experience in IT or a related field.
• Previous experience in an IT Service Desk, Help Desk, Technical Support, or Contact Center role.
• Experience providing technical support by telephone in a high-volume environment.
• Basic knowledge of computers, operating systems, applications, hardware, networking, and access management.
• Strong troubleshooting and problem-solving skills.
• Clear verbal communication and good customer-service skills.
• Ability to explain technical information to non-technical users.
• Experience documenting incidents using a service-management or ticketing system.
• Ability to follow procedures and escalation processes.
• Flexibility to work weekends, Saturdays, holidays, or on-call shifts as required.
• Willingness to complete background checks, security screening, and client training.

Preferred Qualifications

• Experience supporting healthcare, insurance, clinical, or other regulated environments.
• Experience supporting clinical or business-critical applications.
• Experience with Amazon Connect or another contact-center platform.
• Experience with Service Now or a similar ticketing system.
• Knowledge of Microsoft 365, Active Directory, and remote-support tools.

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