IT Service Desk - Talent Pool

About The Team/Role

We are looking for an IT Service Desk Analyst to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues, line of business applications and offer advice to solve them.

An excellent candidate must have a strong technical interest and basic customer service skills. They must be able to communicate effectively in the English language to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for our End Users while ensuring excellent customer service and a positive customer experience.

How You’ll Make An Impact

• Fluency in the English language to ensure effective communication
• Supporting Microsoft desktop/server operating systems
• Experience supporting users/computers in Microsoft Active Directory
• Experience supporting users/desktops/servers in a business environment
• Experience supporting users in Microsoft Office, G-suite, and other Google applications
• Able to create and maintain detailed documentation
• Strong personal and team communication skills
  
  

Experience You’ll Bring

The goal is to create value for our End Users while ensuring excellent customer service and a positive customer experience.

• Manage Incidents and Service Requests from the IT portal, calls, and chats; act as a single point of contact
• Receive, log and manage incidents and service requests; maintain Asset Database and track changes
• Provide exceptional customer service and IT Support to the WEX\WES population for all end user services
• Provide Tier 1 and Tier 2 support of medium to high complexity
• Follow standard operating procedures; accurately log and update all work tickets using IT Service Management System
• Utilize remote takeover software capabilities to deploy solutions, solve incidents and to train end users
• Troubleshoot problems and provide timely resolutions in accordance with established XLAs/SLAs
• Identify outages, escalate issues, involve experts and assist in determining priority level of tickets wherever required in order to resolve issues as quickly as possible.
• Act as a mentor to newer employees
• Take ownership and responsibility of an issue from start through resolution
• Communicate expectations with customers as to resolution and timeframe, keeping users informed of progress
• Share resolutions with extended team and document in information knowledge base; provide training to team members as needed
• Learn fundamental operations of commonly used software, hardware, systems and other equipment
• Develop solid understanding of IT operations, applications, systems and business related processes and procedures
• Become familiar with WEX systems and resources
• Performs tasks that support the PMO release schedules and implementations as well as assigned projects within the master integrated Tech Ops plan in accordance with the SDLC.
• Educate WEX constituency and promote adoption of available self-service tools
• Basic user provisioning work
• Mobile Device management and provisioning
• Act as a go between for WEX internal to external 3rd parties for issue logging
• Potential onsite support for new software rollouts and in person white glove support for executive VIPs
• Specialized software support as a subject matter expert