Momentum Financial Services Group
GENERAL FUNCTION The Helpdesk Agent reports to the Helpdesk Manager and supports the day-to-day operations of the IT Helpdesk. This role is responsible for providing timely and professional support for technical and operational issues through phone, chat, and ticketing systems. The Helpdesk Agent works collaboratively within a diverse team environment to ensure customer and internal support requests are resolved in accordance with established service levels, policies, and procedures. The role requires strong attention to detail, effective communication skills, and the ability to manage multiple priorities in a fast-paced environment. Responsibilities include incident management, issue documentation, escalation coordination, queue management, and contributing to knowledge base documentation. DUTIES/RESPONSIBILITIES The Helpdesk Agent supports internal employees and retail operations by troubleshooting IT and application-related issues. Collaborate effectively with internal teams and external partners to support issue resolution and service improvements.. Taking ownership of high priority incidents and escalation. Answering questions and/or providing directions related to products and services. Planning and scheduling time with all areas of IT support to meet service level agreements. Managing call and chat queues to prioritize incoming issues based on business priorities. Coordinating with other departments within the organization to resolve customer issues. Escalation of critical issues to Application Support teams & Development teams when needed. Documentation of all reported issues and activities in the provided ITSM system. Maintaining record of all customer chats, calls, complaints, and resolutions for future reference in knowledge base articles. Provide regular updates on incidents, escalations, and operational issues to Helpdesk Management. Work collaboratively with IT teams and cross functional business partners, to take advantage of best practice frameworks, methodologies, and service delivery collateral across the organization. Act as a point of contact for escalated support tickets as required. Establish trustful relationships with internal and external stakeholders by building collaborative two-way dialogue to ensure strategic alignment and execution against goals and targets. EDUCATION Associate degree or bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or an equivalent combination of education and relevant work experience. ITIL certification or other relevant industry certifications. EXPERIENCE Minimum of 3-4 years’ working experience within a helpdesk call center or IT Service Delivery arena. Experience with customer-facing IT systems with complex back-office system integrations. Working knowledge in all areas of IT Operations (Networking, telecom, infrastructure, security, desktop support) Building and managing key relationships with internal and external business partners. Ability to demonstrate resilience and pragmatism in the face of a challenging and continually changing environment. Functional knowledge of financial instruments and language such as Installment Loans, Payday Loans, Checks, and industry domains such as loans, underwriting, collections, call center, Fraud, etc.
Outstanding communication skills. (customer interaction, updates, analysis) The ability to articulate complex technical information into simple-to-understand terms. Problem-Solving Skills. Excellent Written communication skills (documentation of system issues, analysis, solutions in the ITSM system, and feedback for improvement of help desk procedures) Time management Working knowledge of Helpdesk software, ticketing systems, and databases. Strong verbal and written English communication skills are required. French language skills are a plus. 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 contract for employment, and either you or the employer may terminate employment at any time, for any reason. This document contains Momentum Group’s confidential and proprietary information and is intended for Momentum internal use only. At MFSG/Momentum/Money Mart , our vision is to transform customers’ lives for the better . With over 40 years of experience in financial services and 400+ retail locations across Canada and the U.S. , we are committed to providing tailored financial solutions to underserved customers often overlooked by traditional financial institutions. Now, we’re bringing this purpose-driven approach to India , and we want you to be part of our journey. Our Core Values: What Drives Us Where Everybody is Somebody : We prioritize inclusivity and respect, ensuring that every team member’s voice matters. We foster a collaborative environment where everyone can thrive. We Say “Yes” When Others Say “No” : Our team is friendly and compassionate, dedicated to delivering an uplifting customer experience. We go the extra mile to provide solutions that truly make a difference, no matter where our customers are on their financial journey. We Have a Passion for Our Purpose : We act with integrity and continually seek ways to grow and innovate. With the largest breadth of products in our industry and new offerings in development, we challenge the status quo to better serve our customers. We Win as a Team: We believe in the power of teamwork and diversity, celebrating the unique talents of every team member. Hard work is recognized and valued, creating an environment where everyone contributes to our collective success. WHY JOIN MFSG TECHNOLOGIES INDIA? Employee Benefits We’re committed to supporting your health, well-being, and financial growth: Competitive Employee Benefits 💠 Comprehensive Medical Coverage Includes employee, spouse, two children, and two parents. Coverage Amount: ₹6 lakhs annually. ₹5 lakhs top-up is available if you would like to opt, with thousand rupees per month deduction. 💠 Provident Fund Contribution Employer contribution of ₹1,800 per month to support long-term financial security. 💠 Performance-Based Incentives Annual bonus of up to 5% of base salary, based on performance and company success. Reward & Recognition ⭐ Bucketlist Rewards Platform Recognizing outstanding contributions through a point-based rewards system . Redeem points for gift cards, experiences, and personalized perks that matter most to you. ⭐ Culture of Appreciation Celebrating milestones, achievements, and impact across teams. Work-Life Balance & Flexibility 🏠 Flexible Work Model Currently remote, with a future transition to a hybrid model. 📅 Paid Leave Entitlements 15 Annual Leaves 6 Casual Leaves 12 Sick Leaves If you're looking for a place where passion fuels purpose and where you can make a difference, we invite you to join us at MFSG Technologies (India) Private Limited. Together, let’s win and empower our customers. Learning & Career Growth 📚 Continuous Learning Culture Access to upskilling programs, mentorship, and professional development resources. Encouragement to learn, adapt, and innovate in a fast-growing financial services landscape. 🚀 Career Growth Opportunities Internal mobility programs to help employees advance in their careers. Support for leadership development, industry certifications, and specialized training. 🤝 Collaborative Knowledge Sharing Work with global teams, gaining exposure to international best practices. Encouragement to share ideas, experiment, and take ownership of impactful projects. About MFSG – Our Commitment to Responsible Innovation At MFSG, we are committed to building innovative solutions grounded in ethical, transparent, and responsible use of data and technology. Aligned with the principles outlined in Canada’s Artificial Intelligence and Data Act (AIDA), we take a proactive approach to ensuring that any AI or data-driven systems we use are safe, fair, and accountable. This posting is for a current position within our organization, offering the opportunity to contribute to meaningful, responsible innovation that supports our employees, clients, and communities. We prioritize strong data governance, clear communication around how systems work, and safeguards that reduce risks and protect individuals. Our focus is on developing tools and processes that promote equity, reliability, and trust, supported by ongoing monitoring and continuous improvement. Joining MFSG means contributing to a future-focused organization that values both innovation and integrity, where your work helps shape solutions that responsibly support our employees, clients, and communities.