Help Desk Analyst

Role Overview

• Provide fast and useful technical assistance on computer systems
• Answer queries on basic technical issues and line of business applications
• Manage Incidents and Service Requests from the IT portal, calls, and chats
• 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
• 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

Requirements

• 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
• Able to create and maintain detailed documentation
• Strong personal and team communication skills
• College degree in an Information Technology field is preferred.

Tech Stack

• ITSM

Benefits

• Offering comprehensive and market competitive benefits, our offerings are designed to support your personal and professional well-being.