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Job Description
- Req#: R15734
Provide first-line support for all IT-related queries and issues through various channels (phone, email, chat).
Troubleshoot and resolve technical issues efficiently and effectively.
Maintain a high level of customer service, ensuring timely resolution and communication.
Educate and train users on IT best practices and self-service tools.
Utilize AI and automation tools to improve service delivery and user experience.
Monitor and respond to service desk tickets, ensuring adherence to SLAs and XLAs.
Document all incidents and service requests in the ticketing system with excellent ticket hygiene.
Adhere to ITIL/ITSM best practices, ensuring process compliance and continuous improvement.
Serve as the frontline for WEX customer-facing incident management, ensuring timely and effective communication.
Understand and properly execute escalation management processes, escalating issues to higher-level support when necessary.
Collaborate with other IT teams to escalate and resolve complex issues.
Stay current with emerging technologies and industry trends.
Participate in the continuous improvement of service desk processes and tools.
Strong technical troubleshooting skills across a variety of platforms and systems.
Excellent customer service and communication skills.
Experience with AI and automation tools in a support environment.
Strong knowledge of ITIL/ITSM practices and frameworks.
Ability to work in a fast-paced, 24x7 environment with rotational shifts.
Certification in ITIL or similar service management framework is a plus.
Commitment to maintaining excellent ITSM ticket hygiene and meeting key Service XLAs and SLAs.
Understanding of and ability to properly execute escalation management processes.
About the Team/Role
We are seeking a technically skilled and customer-focused Technology Service Desk Agent to join our dynamic team. The ideal candidate will be adept at providing high-quality support, training users, and encouraging self-service through innovative solutions. A mindset oriented toward AI and technology utilization is essential. The role requires strong knowledge and adherence to ITIL/ITSM practices and excellent ITSM ticket hygiene.
This will be an overnight shift from 9 PM to 6 AM or 8 PM to 5 AM (Brazil Time Zone).
How you’ll make an impact
Experience you’ll bring
About the company
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