Junior Help Desk Analyst

WEX Inc.; Brasil; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A global commerce platform is seeking a Technology Service Desk technician in Brazil to provide support for computer systems and applications. The ideal candidate will have strong technical skills, customer service orientation, and fluency in English. Responsibilities include incident management, troubleshooting, and supporting end-users. This position offers competitive benefits in a dynamic environment.

Serviços

Comprehensive benefits

Employee well-being support

Diverse and inclusive workplace

Qualificações

• Fluency in English for effective communication.
• Experience supporting MacOS and Active Directory.
• Experience in a business environment supporting users.

Responsabilidades

• Manage incidents and service requests from various channels.
• Provide exceptional customer service and tech support.
• Troubleshoot problems and provide timely resolutions.
• Educate users and promote self-service tools.

Conhecimentos

Customer service skills

Strong technical interest

Effective communication in English

Ability to troubleshoot

Detailed documentation

Formação académica

College degree in Information Technology

Ferramentas

ITSM System (Jira)

MacOS

Microsoft Office

G-suite

Descrição da oferta de emprego

We are looking for an 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 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.

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;

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 3rd 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 MacOS

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

Able to create and maintain detailed documentation

Strong personal and team communication skills

College degree in an Information Technology field is preferred.

About Us

WEX is a global commerce platform that helps businesses solve for operational complexities like employee benefits, managing and mobilizing fleets, and streamlining payments.

With over 6,500 employees, we work with large and small companies in more than 200 countries and territories, and can tailor our services to meet the unique needs of their businesses.

We hire people who share our passion for continuous innovation and client service that is unparalleled in the industry. Offering comprehensive and market competitive benefits, our offerings are designed to support your personal and professional well-being. If you’re looking for a growing career - come be part of WEX today. To learn more about our employee benefits, please click here .

WEX is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, sexual orientation, gender identity, protected veteran status, disability or other protected status. WEX promotes a drug-free workplace.

Qualified individuals with a disability have the right to request a reasonable accommodation. If you require a reasonable accommodation as a result of your disability at any point in the job application process, please submit your request through ourReasonable Accommodation Request Form .

This form is for accommodation requests only and cannot be used to inquire about the status of applications.