Enterprise Service Desk Agent

Department Overview:Overview:The Service Desk Agent is the first point of contact for the users who contact our Service Desk.**Responsibilities**:- Support for computer hardware and any authorized desktop software- When the restoration of service is beyond the scope of the Service Desk Agent he/she will escalate the issue/problem to proper tier 2 and 3 support team members with proper/required documentation.- Develop trends by monitoring and analyzing incoming calls, problems and support requests- Attend incoming requests and issues via all approved communication channels to ensure courteous, timely and effective resolution.- Logging of each request or incident into ServiceNow- Correct categorization and prioritization of tickets according to Priority Matrix- Identify and learn appropriate software and hardware, used and supported by the organization- Perform post-resolution follow ups to ensure fulfillment.- Reinforce SLAs to manage end-user expectationsQualifications:- 1-3 years Help Desk or IT support experience- Excellent proactive problem solving and issue resolution skills Availability to work rotating shifts- Customer service/satisfaction experience is key.- Working knowledge of a range of diagnostic utilities, including incoming transactions/telephone recording monitoring tools/utilities- Familiarity with the fundamental principles of ITIL/COBIT/SDaaS- Exceptional written and oral communication skills, ability to remain composed and professional in stressful, high pressure situations- Highly motivated, self-starter with a positive attitude and strong initiative to face the challenges of a very fast-paced, high-energy, yet sometimes stressful, customer-focused operations organization- Exceptional Teamwork spirit- Windows OS, Mac OS- Mobile Devices iOS and preferred Android- Fluent in Spanish and English- Exceptional Resolution skills- Good knowledge of 5 out of the following:- OKTA Admin- MS Exchange Admin- MS Azure Admin- MS Active Directory- ServiceNow- Five9 Admin/Supervisor- Network/VPN- Apple MACLI-SG1LI-RemoteINDCompany Overview:**ABOUT OPORTUN**Oportun (Nasdaq: OPRT) is a financial services company and digital platform that provides responsible consumer credit to hardworking people in the United States. Using A.I.driven models that are built on years of proprietary customer insights and billions of unique data points, we have extended millions of loans and billions of dollars in affordable credit to consumers, the majority of whom live in low-and moderate-income communities. Since about half of our new customers come to Oportun without a FICO score, we play a key role in the communities we serve by being able to offer them an affordable and credit-building alternative to payday and auto title lenders. In recognition of our responsibly designed products which help consumers build their credit history, Oportun has been certified as a Community Development Financial Institution (CDFI) since 2009.With headquarters in California and a remote-first corporate culture, our 3,000+ team members work in Oportun locations and remotely throughout the United States, Mexico, and India. Our global operations include our Mexico contact centers and administrative offices, our India technology development center, and our US corporate, technology, and retail operations.We feel privileged to have been named a “Top Workplace” by the Bay Area News Group for three years running, one of Fast Company’s Most Innovative Companies in the World for 2020 and recognized as a TIME Magazine 2018 Genius Company for our impact in helping to reinvent the future of lending. For the last three consecutive years, we have been titled Top Workplace by the Bay Area News Group.**WORKING AT OPORTUN**Working at Oportun means enjoying a differentiated experience of being part of a team that fosters a diverse, equitable and inclusive culture where we all feel a sense of belonging and are encouraged to share our perspectives. This inclusive culture is directly connected to our organization's performance and ability to fulfill our mission of delivering affordable credit to those left out of the financial mainstream. We celebrate and nurture our inclusive culture through our employee resource groups and our Diversity, Equity, Inclusion and Belonging Council.**WE ARE AN EQUAL OPPORTUNITY EMPLOYER**We are proud to be an Equal Opportunity Employer and consider all qualified applicants for employment opportunities without regard to race, age, color, religion, gender, caste, national origin, disability, sexual orientation, veteran status or any other category protected by the laws or regulations in the locations where we operate.We will also consider those with criminal histories consistent with the requirements of applicable laws in the locations where the role will be based such as the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring Ord