Junior Service Desk Agent

Endava is hiring an onsite IT Service Desk professional in Hartford, CT to provide first-level support through inbound phone calls in a high-volume contact center.

Responsibilities

• Provide technical support via inbound voice calls.
• Ask structured questions to understand issues and troubleshoot effectively.
• Resolve IT incidents on the first call when possible.
• Support clinical and desktop applications, plus hardware, access, connectivity, and other workplace technologies.
• Take ownership of incidents through resolution or escalation.
• Explain solutions clearly and provide user updates.
• Document troubleshooting steps, resolutions, and follow-up actions in the service-management system.
• Escalate unresolved issues to the appropriate technical support team.
• Identify recurring problems and share trends or knowledge gaps with Service Desk leadership.
• Follow security, privacy, access-management, and data-handling requirements.
• Meet required service-level, quality, productivity, and customer-service standards.
• Work rotating shifts and participate in weekend coverage.
• Support training, knowledge transfer, and system changes, along with other Service Desk activities.

Requirements

• Diploma, degree, or equivalent experience in IT or a related field.
• Prior experience in an IT Service Desk, Help Desk, Technical Support, or Contact Center role.
• Experience providing telephone technical support 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 in a service-management or ticketing system.
• Ability to follow procedures and escalation processes.
• Flexibility to work weekends, Saturdays, holidays, or required on-call shifts.
• Willingness to complete background checks, security screening, and client training.

Technologies

• Amazon Connect
• ServiceNow
• Microsoft 365
• Active Directory

Job Details

• Location: Connecticut (onsite), Hartford, CT with 100% onsite presence.
• Training start requirement: Available starting 11/23 for 4 weeks of onsite training without missing any days.
• First-level support is provided to client colleagues, business partners, and authorized users through voice calls.
• Adherence to client and Endava security, privacy, access-management, and operational procedures is required.

Preferred Qualifications

• 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.

Additional Employee Requirements

• Participate in internal and external meetings via video calls as necessary.
• Ability to work onsite by going into corporate or client offices as necessary.
• Prolonged periods of remaining stationary at a desk and working on a computer as necessary.
• Ability to bend, kneel, crouch, and reach overhead as necessary.
• Hand-eye coordination to operate computers and office equipment.
• Vision abilities including close vision, toleration of fluorescent lighting, and ability to adjust focus.
• For roles requiring travel/event attendance: ability to lift 25 lbs as necessary; valid driver’s license and acceptable driving record if driving is required.
• Reasonable accommodations will be provided if requested, absent undue hardship.

Salary

• USD 40,000 - 45,000 per year

Benefits

• Competitive salary package including share plan, company performance bonuses, value-based recognition awards, and a referral bonus.
• Career coaching, global career opportunities, non-linear career paths, and internal development programmes for management and technical leadership.
• Training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, and workshops/conferences.
• Hybrid work and flexible working hours.
• Employee assistance programme and a global internal wellbeing programme with access to wellbeing apps.
• Robust healthcare and benefits: Medical, Dental, vision, Disability coverage, and other benefit options.
• Flexible Spending Accounts (Medical, Transit, and Dependent Care).
• Employer Paid Life Insurance and AD&D coverages.
• Health Savings account paired with a low-cost High Deductible Medical Plan.
• 401(k) Safe Harbor Retirement plan with employer match with immediately vest.