Junior Service Desk Agent

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 ResponsibilitiesProvide 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.