Help Desk Analyst

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.

**How you’ll make an impact

• 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.

**Experience you’ll bring

• 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.