IT Helpdesk Support

Job Title: Helpdesk Support

Location: Addison TX

Work Arrangement: Onsite

Client Industry: Banking Client

Duration: 12+ months

Schedule: Monday to Friday, 8 AM 5 PM

We are seeking a dedicated individual to provide first line support for internal employees via voice and chat channels as part of our 24/7 Global Service Desk. This role involves partnering with regional and international teams to deliver exceptional client care. The position is primarily onsite, with the potential for one day of remote work per week, contingent upon meeting service levels and performance metrics.

• Provide basic troubleshooting for MS applications and proprietary systems via phone and chat.

• Manage multiple live chats simultaneously with internal customers, ensuring adherence to core operational and quality metrics.

• Document tickets clearly for escalation to second line teams when necessary.

• Deliver excellent client care with attention to detail and effective communication.

• Participate in in-house technical training and leverage real-time support from peers and subject matter experts.

• Perform data analysis and business analysis across Treasury datasets (loans, deposits, liquidity positions)

• Support the 2052A product by validating data outputs, reconciling discrepancies, and identifying gaps

• Write and execute advanced SQL queries to investigate data issues, breaks, and inconsistencies

• Partner with Product Owners (Antoine / John Michel) to translate business needs into functional requirements

• Support UAT, validation, and testing for platform enhancements and regulatory changes

• Analyse liquidity metrics, balance sheet impacts, and funding data for accuracy and completeness

• Work closely with Treasury, Liquidity Risk, Balance Sheet, Funding, and Regulatory Reporting teams

• Support large-scale Treasury initiatives and regulatory deliverables

• Act as a functional bridge between business users and technology teams

• Document findings, trends, and issues, communicate clearly to stakeholders

• 1-3 years of experience in a similar role.

• Strong client care and customer service.

• Ability to work well in a team and build relationships with global partners.

• Excellent organizational with the ability to prioritize workload.

• Proficiency in multitasking and maintaining focus on all areas of responsibility.

• Consistently meet or exceed performance targets and goals related to customer service and call/chat handling.

• Ability to thrive in a fast-paced environment.

• Experience with Agent Chat and Windows 10.

• Experience in a technology call center or customer service environment.

• Ability to utilize multiple resources to determine causes and resolutions of problems and incidents.

• Hardware support experience with Windows 10/11.

• Familiarity with software such as MS Office suite, Office 365, SharePoint, and Skype.

• Knowledge of network systems including Citrix, VPN, and Cisco Any Connect.

• Experience with ITSM Remedy (not essential).

Hourly Rate: $18 to $20 per hour

This range reflects base compensation and may vary based on location, market conditions, experience, and candidate qualifications.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, (paid time, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, paid holidays annually – AS Applicable)

At Collabera, we don t just offer jobs we build careers. As a global leader in talent solutions, we provide opportunities to work with top organizations, cutting-edge technologies, and dynamic teams. Our culture thrives on innovation, collaboration, and a commitment to excellence. With continuous learning, career growth, and a people-first approach, we empower you to achieve your full potential. Join us and be part of a company that values passion, integrity, and making an impact.

Apply now or reach out to Mansi Bhatt at for more information. We look forward to speaking with you!