Service Desk Agent

Momentum Financial Services Group is a leading provider of financial services in North America. For over 40 years, we’ve been committed to providing financial solutions that meet the evolving needs of consumers and business owners. Backed by a retail network of 400+ locations and robust digital and mobile platforms, we provide access to cash and related products to help our customers achieve their goals.

Our highly skilled workforce puts customers first in everything we do. We serve 2 million people annually with diverse and innovative financial products such as loans, check cashing, money transfer and prepaid cards. Through this ever-evolving suite of services, we empower customers to manage their finances and improve their lives. Wherever customers are on their financial journey, Money Mart Financial Services provides solutions.

THE OPPORTUNITY

You do not need to know every system we use. We are looking for strong technical fundamentals, curiosity, flexibility, stability, clear communication, and the ability to learn quickly.

We are looking for an experienced technology professional who enjoys solving problems and helping people. As a Service Desk Agent, you will be the first point of contact for employees and retail locations requiring technology support. You will diagnose common hardware, software, access, connectivity, and business-application issues through phone, chat, remote-support tools, and our ticketing platform.

You will receive structured training, documented procedures, coaching, and exposure to global IT teams. This is an opportunity to build a strong foundation in enterprise technology and develop a long-term career in IT service delivery.

WHAT YOU WILL DO

• Provide friendly, professional first-level technical support through multi-tasking, as we provide best quality support via multiple modes phone, chat, remote-support tools, and the IT service management platform.
• Experience managing incidents and service requests.
• Ability to categorize, prioritize, assign, document, track, and resolve tickets throughout the ticket lifecycle.
• Ask effective questions, gather relevant information, and use logical troubleshooting to identify the cause of an issue.
• Resolve common issues involving Windows devices, user accounts, passwords, Microsoft 365, browsers, peripherals, VPN or network connectivity, and supported business applications.
• Record accurate issue descriptions, troubleshooting steps, actions taken, and resolution details in every ticket.
• Take ownership of assigned requests through resolution or appropriate escalation, while keeping the user informed.
• Prioritize work based on business impact, urgency, documented procedures, and service-level targets.
• Use and improve knowledge articles, standard operating procedures, and troubleshooting guides.
• Escalate issues with complete diagnostic information so specialized support teams can act quickly.
• Identify recurring issues and share observations that may improve service quality, knowledge, or automation.
• Participate in training, coaching, team huddles, and continuous-improvement activities.
• Proactively be available for calls throughout the shift and deliver the best quality service.
• Monitor ticket queues and alerts to ensure SLA compliance and timely responses and customer communication.

WHAT YOU BRING

• A diploma, degree, or equivalent training in information technology, computer science, computer engineering, or a related discipline—or demonstrated technical ability through certifications, internships, projects, or hands-on experience.
• Three to five plus years of IT support or technical customer-service experience is required.
• Strong working knowledge of Windows 10/11 administration and troubleshooting, computer hardware, common workplace applications, user accounts, and networking concepts and printer failure and other commonly reported issues.
• A logical and structured approach to troubleshooting, including the ability to ask clarifying questions and test possible causes.
• Strong verbal and written English communication skills, with the ability to explain technical information in clear, simple language. For bilingual positions, fluency in both French and English is required.
• A customer-focused mindset, patience, attention to detail, and willingness to take ownership.
• Ability to learn unfamiliar systems, follow documented procedures, and accept coaching and feedback.
• Ability to manage multiple requests and remain composed in a fast-paced support environment.
• Availability to work assigned shifts aligned with Canada and U.S. business hours, including evenings, weekends, or public holidays when scheduled.
• Practical experience troubleshooting technology.
• Exposure to Microsoft 365, Outlook, Teams, One Drive, SharePoint, Active Directory or Microsoft Entra ID (Azure AD), Group Policy (GPO), Multi-Factor Authentication (MFA), Single Sign-On (SSO), Exchange Online administration, Citrix, Access Management, VPNs, remote-support tools, or an IT ticketing system.
• Previous experience supporting users by phone, chat, or in person.
• Zeal to learn and grow.

Nice to have:

• Foundational certifications such as ITIL Foundation, CompTIA A+, Network+, Microsoft Fundamentals, or an equivalent credential.
• Experienced with top notch quality evaluation form, ability to score top quality scores in Ticket, Calls and Chat management quality evaluation.
• Team collaboration experience.
• Ability to understand the importance of achieving the best CSAT scores.
• Provide 24/7 support in future.

HOW SUCCESS WILL BE MEASURED

• Quality Assurance Scores - Quality and accuracy of troubleshooting and call management and ticket documentation.
• First Contact Resolution (FCR) - Resolution of issues at the first point of contact when appropriate.
• Customer experience, professionalism, and quality of communication.
• Ownership, reliability, schedule adherence, and timely escalation.
• Growth in technical capability and effective use of team knowledge.
• Customer Satisfaction (CSAT) - Contribution towards the positive CSAT scores.
• SLA Compliance.
• Ticket Backlog Management.
• Knowledge Article Contributions.

EMPLOYER’S RIGHTS

• This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.
• The employer has the right to revise this job description at any time. This job description is not a co