Junior Service Desk Agent
About The Position
The Junior Service Desk Agent provides first-level technical support to the client’s colleagues, business partners, and authorized users by voice call. The role involves 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 needed. The successful candidate provides professional customer service, takes ownership of incidents, and works efficiently in a high-volume voice contact-center environment while following client and Endava security, privacy, access-management, and operational procedures. This position is onsite in Hartford, Connecticut, and requires 100% onsite presence. The agent must be flexible on shifts and available for four weeks of onsite training starting November 23, without missing any training days. The role includes rotating shifts and weekend coverage.
Requirements
- 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.
- Must be flexible on shifts and available starting November 23 for four weeks of onsite training without missing any days.
- Ability to participate in internal and external meetings via video calls as necessary.
- Ability to work onsite at corporate or client offices as necessary.
- Ability to remain stationary at a desk for prolonged periods and work on a computer as necessary.
- Ability to bend, kneel, crouch, and reach overhead as necessary.
- Hand-eye coordination to operate computers and office equipment.
- Close vision, tolerance of fluorescent lighting, and ability to adjust focus as necessary.
Nice To Haves
- 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 ServiceNow or a similar ticketing system.
- Knowledge of Microsoft 365, Active Directory, and remote-support tools.
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.
Benefits
- Competitive salary package.
- Share plan.
- Company performance bonuses.
- Value-based recognition awards.
- Referral bonus.
- Career coaching and global career opportunities.
- Internal development programmes for management and technical leadership.
- Training, certifications, coaching, online learning platforms, workshops, and conferences.
- Global internal wellbeing programme and access to wellbeing apps.
- Employee assistance programme.
- Medical, dental, vision, and disability coverage, plus other benefit options.
- Flexible Spending Accounts for medical, transit, and dependent care.
- Employer-paid life insurance and AD&D coverage.
- Health Savings Account paired with a low-cost High Deductible Medical Plan.
- 401(k) Safe Harbor Retirement plan with employer match and immediate vesting.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
