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 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:

1. 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.

1. 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.