Help Desk Analyst 1

Wex; São Paulo; Presencial; BRL 30.000 - 45.000; Tempo integral

Resumo da oferta

A software development company in São Paulo is looking for an Entry-level Technology Service Desk technician. The role involves managing incidents, providing customer support, and ensuring effective communication with users. Ideal candidates should have technical troubleshooting skills, fluency in English, and a degree in IT is preferred. This full-time position requires an adaptable professional ready to handle various user inquiries and technical issues while promoting self-service tools.

Qualificações

• Fluency in English for effective communication.
• Experience supporting Microsoft desktop/server operating systems.
• Experience supporting macOS and Microsoft's Active Directory.

Responsabilidades

• Manage incidents and service requests through various channels.
• Troubleshoot problems and provide timely resolutions.
• Educate users and promote adoption of self-service tools.

Conhecimentos

Customer service skills

Communication skills

Technical troubleshooting

Formação académica

College degree in an Information Technology field

Ferramentas

Jira

Microsoft Office

G-Suite

Descrição da oferta de emprego

About the Team / Role

We are looking for a Technology Service Desk technician 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 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 that will help preserve the Service Desk's value and reputation.

How You'll Make An Impact

• Manage Incidents and Service Requests from the technology 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 technology support to the WEX\WES population for all end‑user services.

Provide Tier 1 support of medium to high complexity

• Follow standard operating procedures; accurately log and update all work tickets using ITSM System (Jira).
• Utilize remote takeover software capabilities to deploy solutions, solve incidents and train end users.
• Troubleshoot problems and provide timely resolutions in accordance with established XLAs / SLAs.
• Identify outages, elevate issues, involve experts and assist in determining priority level of tickets wherever required to resolve issues quickly.
• Take ownership and responsibility of an issue from start through resolution.
• Communicate expectations with customers regarding resolution and timeframe, keeping users informed of progress.
• Share resolutions with the extended team and document in the knowledge base.
• Learn fundamental operations of commonly used software, hardware, systems and other equipment.
• Develop solid understanding of technology operations, applications, systems and business‑related processes and procedures.
• Become familiar with WEX systems and resources.
• 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 third parties for issue logging.
• Specialized software support as a subject‑matter expert.
• Other duties as needed.

Experience You'll Bring

• Fluency in the English language to ensure effective communication.
• Experience supporting Microsoft desktop / server operating systems.
• Experience supporting macOS.
• Experience supporting users / computers in Microsoft Active Directory.
• Experience supporting users / desktops / servers in a business environment (required).
• 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.
• College degree in an Information Technology field is preferred.

Seniority level

Entry level

Employment type

Full‑time

Job function

Information Technology

Industries

Software Development