Service Desk Analyst

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Act as the single point of contact for managing incidents and service requests via the IT portal, phone calls, and chat.

• Receive, log, and oversee incidents and service requests; maintain the asset database and monitor changes.

• Deliver customer service and IT support to the WEX/WES community for end-user services.

• Provide Tier 1 and Tier 2 support for issues ranging from medium to high complexity.

• Adhere to standard operating procedures and accurately update work tickets in the IT service management system.

• Utilize remote takeover software to implement solutions, resolve incidents, and train end users.

• Diagnose problems and deliver timely resolutions according to established XLAs/SLAs.

• Identify outages, escalate issues, engage experts, and assist with ticket prioritization.

• Mentor new employees and share solutions with the broader team.

• Take ownership of issues from initial reporting to resolution, clearly communicating expectations and progress to customers.

• Document solutions in the knowledge base and provide necessary training for the team.

• Acquire knowledge and support for widely used software, hardware, systems, equipment, IT operations, applications, and business processes.

• Assist with PMO release schedules, implementations, and assigned projects in alignment with the SDLC.

• Educate users and encourage the adoption of self-service tools.

• Conduct basic user provisioning and mobile device management/provisioning.

• Coordinate issue logging between WEX and external third-party vendors.

• Offer potential onsite support for software rollouts and in-person white-glove assistance for executive VIPs.

• Provide specialized software support as a subject matter expert.

• Work flexible hours, which may include weekends, non-business hours, and rotating shifts, to ensure operational support during emergencies.

⛳️ Requirements

• Proficiency in the English language to facilitate effective communication.

• 1–3+ years of experience supporting Microsoft desktop/server operating systems.

• Experience assisting users/computers within Microsoft Active Directory.

• Proven experience supporting users/desktops/servers in a business setting is essential.

• Experience in providing support for Microsoft Office, G-suite, and other Google applications.

• Willingness to work outside standard business hours, including weekends and shifts, as required by operational needs.

• Ability to create and maintain comprehensive documentation.

• Strong communication skills, both personal and team-oriented.

• A college degree in an Information Technology field is preferred.

🏝️ Benefits

• Full-time employment.

• Remote work opportunity based in Brazil.