Service Desk Analyst

• Manage incidents and service requests from the IT portal, calls, and chats as a single point of contact
• Receive, log, and manage incidents and service requests; maintain the asset database and track changes
• Provide customer service and IT support to the WEX/WES population for end-user services
• Provide Tier 1 and Tier 2 support for medium- to high-complexity issues
• Follow standard operating procedures and accurately update work tickets in the IT service management system
• Use remote takeover software to deploy solutions, resolve incidents, and train end users
• Troubleshoot problems and provide timely resolutions according to established XLAs/SLAs
• Identify outages, escalate issues, involve experts, and assist with ticket prioritization
• Mentor newer employees and share resolutions with the extended team
• Own issues from initial report through resolution and communicate expectations and progress to customers
• Document solutions in the knowledge base and provide team training as needed
• Learn and support commonly used software, hardware, systems, equipment, IT operations, applications, and business processes
• Support PMO release schedules, implementations, and assigned projects in accordance with the SDLC
• Educate users and promote adoption of self-service tools
• Perform basic user provisioning and mobile device management/provisioning
• Coordinate issue logging between WEX and external third parties
• Provide potential onsite support for software rollouts and in-person white-glove support for executive VIPs
• Provide specialized software support as a subject matter expert
• Work flexible hours, including weekends, non-business hours, and rotating shifts, to support operations and emergency outages

• Fluency in the English language to ensure effective communication
• 1–3+ years of supporting Microsoft desktop/server operating systems
• Experience supporting users/computers in Microsoft Active Directory
• Experience supporting users/desktops/servers in a business environment is required
• Experience supporting users in Microsoft Office, G-suite, and other Google applications
• Flexibility to work outside standard business hours, including weekends and shifts, as operational needs require
• Able to create and maintain detailed documentation
• Strong personal and team communication skills
• College degree in an Information Technology field is preferred

• Full-time employment
• Remote work in Brazil