Service Desk Analyst

WEX Inc.; Brasil; Remote; BRL 42,000 - 65,000; Full time

Job summary

WEX Inc. is seeking a Technology Service Desk Technician to deliver fast, accurate IT assistance to end users with a focus on Windows/AD environments and Office apps.

You will handle incidents, provide Tier 1/2 support, and ensure knowledge is shared across teams. The role requires strong customer service, English communication, and the ability to work flexible hours, including weekends, to support business operations and outages.

Qualifications

• Fluency in English to communicate with end users and understand problems.
• 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.

Responsibilities

• 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 first- and second-line ICT support to end users across the organization.
• Troubleshoot problems and provide timely resolutions in accordance with SLAs/XLAs.
• Log and update all work tickets using the IT Service Management System.
• Utilize remote takeover software to deploy solutions and train end users.
• Educate WEX constituency and promote adoption of self-service tools.

Skills

English Fluency

Windows Server

Active Directory

Office & Google Apps

Documentation

Flexibility

Communication

Education

IT-related bachelor’s degree

Job description

Job Description: Technology Service Desk Technician

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 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 that will help preserve the Service Desk's value and reputation.

Responsibilities:

• 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 the IT Service Management System


• 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, involve issues, involve experts, and assist in determining priority levels 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 the extended team and document in the information knowledge base


• provide training to team members as needed


• Learn fundamental operations of commonly used software, hardware, systems, and other equipment


• Develop a solid understanding of IT operations, applications, systems, and business-related processes and procedures


• Become familiar with WEX systems and resources


• Perform 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


• Ability to work flexible hours, including weekends, non-business hours, and rotating shifts as needed to support business operations and emergency outages.

Qualifications:

• 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

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.

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.