Service Desk Agent

Role: Service Desk Agent

Location: Plymouth, MA (Onsite)

Duration: Long Term

Job Description:

• 2-3 years of Phone/Customer support experience Mandatory with excellent communication skills
• 2-3 years of Windows Technical Service desk experience is necessary
• knowledge Windows 11 and basics of Windows Server
• Basic knowledge with the following: Windows, AD, VMWare, Exchange, MECM, SCOM etc.,
• ITSM ticketing tools such as Ivanti, ServiceNow etc.,
• User password reset/account unlock/creation for Active Directory, Horizon, Business applications etc.,
• Remote desktop connectivity applications, Windows end point support
• MS Office Suite and application support
• Web Application, VPN knowledge
• Administer and provide User account provisioning.
• Support desktops, laptops, thin clients, printers, scanners, and peripherals
• Install, configure, and update banking-approved software
• Follow all internal controls and policies
• Assist in password resets, MFA support, and identity/access management requests.
• Identify and report suspicious activity or potential security threats
• Maintain a strong focus on data privacy and cybersecurity best practices
• Document solutions and create user guides/knowledge base articles
• Responsible for installing desktop applications and software
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions
• Responds to telephone calls, email, instant messages, and create tickets; Assign work orders / incidents to appropriate support teams and follow up until closure
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
• Route problems to internal 2nd level IT support staff.
• Highly self-motivated with keen attention to detail

We also want you to have knowledge on:

• Ticket Management
• Customer Satisfaction
• First Call Resolution
• Create SOP and Knowledge Base articles for top call generators.

Required Skills & Qualifications

• Bachelor’s/associate degree in IT, Computer Science, or related field (preferred).
• 2–3 years of experience in IT service desk or technical support role.
• Experience supporting a bank or financial services environment (preferred).
• Basic and Above Average knowledge of:
• Windows OS & Microsoft 365
• Active Directory / Azure AD
• VPN & MFA
• ITIL framework
• Excellent communication, customer service, and problem‑solving skills.
• Ability to work in a fast-paced, highly regulated environment.

Educational requirement:

• Graduate and preferably BCA or any other Technical Field.
• Excellent Communication Skills (Written/Verbal)
• Exceptional customer service orientation
• Excellent communication skills, both written and verbal
• Disciplined, systematic problem-solving skills required.