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Help Desk Coordinator

at WEX Inc in South Portland, Maine, United States

Job Description

We are looking for an IT 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 basic customer service skills. They must be able to communicate effectively 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

 

Manage Incidents and Service Requests from the IT 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 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

 

Performs tasks that support the PMO release schedules and implementations as well as assigned projects within the master integrated Tech Ops plan in accordance with the SDLC.

 

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

 

Potential onsite support for new software rollouts and in person white glove support for executive VIPs

 

Specialized software support as a subject matter expert

 

Other Duties as needed

 

Qualifications:

 

1+ 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

 

This job may be performed remotely within the United States, except that it is not eligible to be performed in Colorado.

 

Equal Opportunity Employer/Vets/Disability

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Job Posting: 607801

Posted On: Sep 17, 2021

Updated On: Sep 25, 2021