Junior Help Desk Analyst

Join to apply for the Junior Help Desk Analyst role at WEXJoin to apply for the Junior Help Desk Analyst role at WEXAbout The Team/RoleWe 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.About The Team/RoleWe 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 critical situations.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 impactManage Incidents and Service Requests from the technology portal, calls, and chats; act as a single point of contactReceive, log and manage incidents and service requests; maintain Asset Database and track changesProvide exceptional customer service and technology Support to the WEX\WES population for all end user servicesProvide Tier 1 support of medium to high complexityFollow 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 usersTroubleshoot problems and provide timely resolutions in accordance with established XLAs/SLAsIdentify 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 resolutionCommunicate expectations with customers as to resolution and timeframe, keeping users informed of progressShare resolutions with extended team and document in information knowledge base;Learn fundamental operations of commonly used software, hardware, systems and other equipmentDevelop solid understanding of technology operations, applications, systems and business related processes and proceduresBecome familiar with WEX systems and resourcesEducate WEX constituency and promote adoption of available self-service toolsBasic user provisioning workMobile Device management and provisioningAct as a go between for WEX internal to external 3rd parties for issue loggingSpecialized software support as a subject matter expertOther Duties as neededExperience you'll bringFluency in the English language to ensure effective communicationExperience supporting Microsoft desktop/server operating systemsExperience supporting MacOSExperience supporting users/computers in Microsoft Active DirectoryExperience supporting users/desktops/servers in a business environment is requiredExperience supporting users in Microsoft Office, G-suite and other Google applicationsAble to create and maintain detailed documentationStrong personal and team communication skillsCollege degree in an Information Technology field is preferred.Seniority levelSeniority levelEntry levelEmployment typeEmployment typeFull-timeJob functionJob functionInformation TechnologyIndustriesSoftware DevelopmentReferrals increase your chances of interviewing at WEX by 2xGet notified about new Help Desk Analyst jobs in Greater Salvador.We're unlocking community knowledge in a new way.
Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr