Helpdesk Support Specialist

Fenergo is the 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.

Requirements

What Does This Role Entail?

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. The ideal candidate should have strong problem-solving skills, technical knowledge, and a customer-centric approach.

Your 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
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)