*This role is onsite in Hartford, CT and will require 100% onsite presence. Must be flexible on shifts and available starting 11/02 for 4 weeks of onsite training without missing any days.
The IT Service Desk Professional provides first-level technical support to Client's colleagues, business partners, and authorized users through voice calls.
The role is responsible for answering inbound support calls, troubleshooting and resolving IT incidents, supporting clinical and desktop applications, documenting issues accurately, and escalating incidents when additional technical assistance is required. The successful candidate will provide professional customer service, take ownership of incidents, and work efficiently in a high-volume voice contact-center environment.
The role requires adherence to Client and Endava security, privacy, access-management, and operational procedures.
Key Responsibilities
- Provide technical support through inbound voice calls.
- Ask questions to understand and troubleshoot user issues.
- Resolve incidents during the first call whenever possible.
- Support clinical applications, desktop applications, hardware, access, connectivity, and other workplace technologies.
- Take ownership of incidents through resolution or escalation.
- Explain solutions clearly and provide updates to users.
- Record troubleshooting steps, resolutions, and follow-up actions in the service-management system.
- Escalate unresolved issues to the appropriate technical support team.
- Identify recurring issues and share trends or knowledge gaps with Service Desk leadership.
- Follow security, privacy, access, and data-handling requirements.
- Meet required service-level, quality, productivity, and customer-service standards.
- Participate in rotating shifts and weekend coverage.
- Support training, knowledge transfer, system changes, and other Service Desk activities.
- Diploma, degree, or equivalent experience in IT or a related field.
- Previous experience in an IT Service Desk, Help Desk, Technical Support, or Contact Center role.
- Experience providing technical support by telephone 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 using a service-management or ticketing system.
- Ability to follow procedures and escalation processes.
- Flexibility to work weekends, Saturdays, holidays, or on-call shifts as required.
- Willingness to complete background checks, security screening, and client training.
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.
Discover some of the global benefits that empower our people to become the best version of themselves:
- Finance: Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus;
- Career Development: Career coaching, global career opportunities, non-linear career paths, internal development programmes for management and technical leadership;
- Learning Opportunities: Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences;
- Work-Life Balance: Hybrid work and flexible working hours, employee assistance programme;
- Health: Global internal wellbeing programme, access to wellbeing apps;
- Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.
Additional Employee Requirements
- Participation in both internal meetings and external meetings via video calls, as necessary.
- Ability to go into corporate or client offices to work onsite, 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 necessary to operate computers and various pieces of office equipment, as necessary.
- Vision abilities including close vision, toleration of fluorescent lighting, and adjusting focus, as necessary.
- For positions that require business travel and/or event attendance, ability to lift 25 lbs, as necessary.
- For positions that require business travel and/or event attendance, a valid driver’s license and acceptable driving record are required, as driving is an essential job function.
*If requested, reasonable accommodations will be made to enable employees requiring accommodations to perform the essential functions of their jobs, absent undue hardship.
USA Benefits (Full time roles only, does not apply to contractor positions)
- Robust healthcare and benefits including Medical, Dental, vision, Disability coverage, and various other benefit options
- Flexible Spending Accounts (Medical, Transit, and Dependent Care)
- Employer Paid Life Insurance and AD&D Coverages
- Health Savings account paired with our low-cost High Deductible Medical Plan
- 401(k) Safe Harbor Retirement plan with employer match with immediately vest
At Endava, we’re committed to creating an open, inclusive, and respectful environment where everyone feels safe, valued, and empowered to be their best. We welcome applications from people of all backgrounds, experiences, and perspectives—because we know that inclusive teams help us deliver smarter, more innovative solutions for our customers. Hiring decisions are based on merit, skills, qualifications, and potential. If you need adjustments or support during the recruitment process, please let us know.