Service Desk Analyst

Job not on LinkedIn

🔥 8 minutes ago

🇧🇷 Brazil – Remote

⏰ Full Time

🟢 Junior

🧐 Analyst

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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WEX

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1983

🏥 Healthcare

📦 Logistics

✈️ Travel

💰 $310M Post-IPO Debt on 2020-06

Healthcare • Logistics • Travel

WEX is a global commerce platform specializing in various business solutions to address operational challenges. They provide services in managing and mobilizing fleets with their fuel card systems, offering comprehensive fleet management and analytics. Additionally, they focus on business payments solutions that streamline processes across industries, enhancing efficiency and security. WEX is also involved in employee benefits administration, helping organizations effectively manage health and reimbursement accounts. Their diverse range of services caters to numerous sectors, emphasizing innovation, sustainability, and effective solutions for business growth.

📋 Description

• Manage incidents and service requests from the IT portal, calls, and chats as a single point of contact • Receive, log, and manage incidents and service requests; maintain the asset database and track changes • Provide customer service and IT support to the WEX/WES population for end-user services • Provide Tier 1 and Tier 2 support for medium- to high-complexity issues • Follow standard operating procedures and accurately update work tickets in the IT service management system • Use remote takeover software to deploy solutions, resolve incidents, and train end users • Troubleshoot problems and provide timely resolutions according to established XLAs/SLAs • Identify outages, escalate issues, involve experts, and assist with ticket prioritization • Mentor newer employees and share resolutions with the extended team • Own issues from initial report through resolution and communicate expectations and progress to customers • Document solutions in the knowledge base and provide team training as needed • Learn and support commonly used software, hardware, systems, equipment, IT operations, applications, and business processes • Support PMO release schedules, implementations, and assigned projects in accordance with the SDLC • Educate users and promote adoption of self-service tools • Perform basic user provisioning and mobile device management/provisioning • Coordinate issue logging between WEX and external third parties • Provide potential onsite support for software rollouts and in-person white-glove support for executive VIPs • Provide specialized software support as a subject matter expert • Work flexible hours, including weekends, non-business hours, and rotating shifts, to support operations and emergency outages

🎯 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 • 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

🏖️ Benefits

• Full-time employment • Remote work in Brazil