{"id":1939969,"url":"https://alion.io/job/wex-service-desk-analyst","title":"Service Desk Analyst","company":{"id":2019,"name":"WEX","domain":"wexinc.com","url":"https://alion.io/company/wex","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Brazil"],"countries":["BR"],"hiring_countries":["BR"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-10-01T00:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-12T19:00:28Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"Job Description: Technology Service Desk Technician\n\n We are looking for a 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. \nAn excellent candidate must have a strong technical interest and basic 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. \nThe goal is to create value for our End Users that will help preserve the Service Desk's value and reputation.\nResponsibilities:\nManage Incidents and Service Requests from the IT portal, calls, and chats; act as a single point of contact\nReceive, log, and manage incidents and service requests; maintain Asset Database and track changes \nProvide exceptional customer service and IT Support to the WEXWES population for all end-user services \nProvide Tier 1 and Tier 2 support of medium to high complexity \nFollow standard operating procedures; accurately log and update all work tickets using the IT Service Management System \nUtilize remote takeover software capabilities to deploy solutions, solve incidents, and train end users\nTroubleshoot problems and provide timely resolutions in accordance with established XLAs/SLAs\nIdentify outages, escalate issues, involve experts, and assist in determining priority levels of tickets wherever required in order to resolve issues as quickly as possible \nAct as a mentor to newer employees \nTake ownership and responsibility of an issue from start through resolution \nCommunicate expectations with customers as to resolution and timeframe, keeping users informed of progress \nShare resolutions with the extended team and document in the information knowledge base; 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