Help Desk Specialist (Technical Service Center Representative)

About the role

We are looking for a motivated Help Desk Specialist to join our high‑volume, metric‑driven call center supporting financial services users. The role combines technical troubleshooting with strong customer service, requiring quick issue diagnosis and clear communication with non‑technical clients.

Key responsibilities

• Serve as the first point of contact for technical support in a busy call center.
• Troubleshoot and resolve hardware, software, connectivity, and peripheral issues.
• Meet performance metrics such as After Call Work, schedule adherence, and quality standards.
• Communicate technical solutions in plain language and document all interactions accurately.
• Utilize internal knowledge bases and tools to ensure consistent, efficient resolutions.

Required profile

• Ability to handle a high volume of calls while maintaining professionalism and empathy.
• Strong verbal and written communication skills for interacting with non‑technical users.
• Willingness to work non‑standard shifts, including nights, weekends, and holidays.
• Commitment to a hybrid schedule: full onsite training for five weeks, then at least 50% onsite.

Required skills

• Active Directory (user and access management)
• Multi‑Factor Authentication (MFA) technologies
• FIDO passkeys
• Microsoft 365 and Microsoft Office Suite
• Windows OS troubleshooting
• Adobe product support
• Mobile Device Management (MDM) technologies
• Citrix or other virtual desktop environments
• In‑house/internal software support
• Web‑based application troubleshooting
• Browser troubleshooting
• VPN, Wi‑Fi, and TCP/IP networking concepts
• Printer and scanner troubleshooting