Helpdesk Support Specialist

2 weeks ago

Sydney, New South Wales, Australia Fenergo Full time
About Fenergo

Fenergo is a leading provider of Client Lifecycle Management (CLM) solutions that digitally transform how financial institutions, asset management, and fintech firms onboard and manage clients throughout their client lifecycle.

Its software digitally orchestrates every client journey from initial Know your Customer (KYC) and client onboarding, automating regulatory compliance and enabling continuous monitoring throughout the client lifecycle (transaction monitoring, perpetual KYC), all the way to client offboarding.

Fenergo is recognized for its in-depth financial services and regulatory expertise and out-of-the-box rules engine which ensures financial institutions are future-proofed against evolving Environmental, Social and Governance (ESG), KYC, Anti-Money-Laundering (AML), tax, and prudential regulations across 120+ jurisdictions.

Headquartered in Dublin, Ireland, Fenergo has offices in North America, the UK, Poland, Spain, South Africa, Asia Pacific, and the United Arab Emirates.

Job Summary

The Helpdesk Support Specialist is the first point of contact for end-users seeking technical assistance. This role involves providing support for hardware, software, and network-related issues, ensuring efficient resolution and maintaining a high level of customer satisfaction.

Key Responsibilities
  • User Support
    • Respond to user inquiries via phone, email, or helpdesk ticketing system.
    • Provide first-level support by diagnosing and troubleshooting hardware, software, and network issues.
    • Assist users with password resets, account unlocks, and basic software installations.
    • Guide users through step-by-step solutions for common technical issues.
    • Evaluate and escalate complex issues to higher-level IT staff or specialized support teams as necessary.
  • Incident Management
    • Log and track all incoming support requests in the helpdesk system.
    • Prioritize and categorize issues based on severity and impact.
    • Ensure timely resolution of incidents according to established SLAs (Service Level Agreements).
  • Technical Troubleshooting
    • Diagnose and resolve hardware issues related to desktops, laptops, printers, and other peripherals.
    • Assist with basic network troubleshooting, including connectivity issues and VPN access.
    • Support users with software-related issues, including operating systems, productivity tools, and specific applications used by the company.
    • Maintain and update technical documentation and user guides.
  • System Maintenance and Monitoring
    • Perform routine checks on systems and applications to ensure they are functioning correctly.
    • Assist in deploying software updates, patches, and system upgrades.
    • Monitor system alerts and respond to potential issues proactively.
    • Assist with setting up and configuring new hardware and software for end-users.
  • User Education
    • Provide end-user training on common IT tools and best practices.
    • Develop and distribute knowledge base articles, FAQs, and other self-help resources.
    • Promote cybersecurity awareness and best practices among users.
  • Reporting and Documentation
    • Maintain detailed records of all support requests and resolutions.
    • Identify recurring issues and report them to the Helpdesk Manager for further investigation.
    • Contribute to the development and improvement of helpdesk processes and procedures.

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