About the Team/Role
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 Microsoft desktop/server operating systems
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.
