Junior Service Desk Agent

Endava•Connecticut, CT

17h•Onsite

About The Position

The IT Service Desk Professional provides first-level technical support to the client’s colleagues, business partners, and authorized users through inbound voice calls. The role involves 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 role is 100% onsite in Hartford, Connecticut. The candidate must be flexible on shifts and available for four weeks of onsite training starting 11/02, without missing any 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 11/02 for four weeks of onsite training without missing any days.

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 platform subscriptions, workshops, and conferences.
Employee assistance programme.
Global internal wellbeing programme and access to wellbeing apps.
Medical, dental, vision, and disability coverage, along with 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 the low-cost High Deductible Medical Plan.
401(k) Safe Harbor Retirement plan with employer match and immediate vesting.