Spanish Service Desk

Global IT Service Desk Analyst (L1)

Employment Type: Full-Time, 24x7 Rotational Shift

Work Model: Hybrid

Position Overview

As an IT Service Desk Analyst, you are the face of our IT organization. You will support our diverse global workforce, resolving technical anomalies and driving digital workplace efficiency. For our multilingual tracks, you will bridge technical troubleshooting with cultural and linguistic fluency, ensuring seamless operations across our international borders.

Core Technical Ecosystem:

Candidates will actively support and engineer solutions within the following environment:

Operating Systems: Windows 10/11, macOS (Sonoma, Sequoia, Tahoe).

Identity & Access: Active Directory, Azure AD/Entra ID, Okta IAM.

Unified Endpoint Management: Microsoft Intune, SCCM, Jamf Pro.

Collaboration & Productivity: Microsoft 365 Suite, Google Workspace, Zoom, Slack.

ITSM Tooling: ServiceNow

Key Responsibilities & Performance Metrics

Level 1 – Frontline Engineering & Triage

Omnichannel Support: Provide high-touch technical assistance via Phone, Chat, and Self-Service portals in English and your designated target language (Spanish/Portuguese/Mandarin).

First Contact Resolution (FCR): Diagnose and resolve software configurations, access permissions, MFA resets, and network connectivity bugs on initial contact using structured Knowledge Bases.

Incident Lifecycle Management: Validate, categorize, prioritize, and accurately document all interactions in ServiceNow.

Target KPIs: Achieve First Contact Resolution (FCR), maintain Average Handling Time (AHT) targets, and ensure maximum Customer Satisfaction (CSAT) score.

Deep-Dive Troubleshooting: Own and resolve complex technical issues involving endpoint hardware failures, profile corruptions, VPN/network routing conflicts, and software deployment errors.

Problem & Knowledge Management: Conduct triage for recurring alerts and potential multi user impact and report the same. Identify and contribute to internal runbooks and user-facing knowledge bases.

Target KPIs: Maintain strict SLA compliance for Resolution Time (MTTR), reduce ticket backlog , and successfully root-cause repetitive infrastructure incidents.

Qualifications:

Good understanding of ITIL v4 Foundation. If certified even better.

Experience & Competencies:

L1 Requirements: 0–2 years of experience in a customer-facing tech support role. Exceptional verbal and written articulation.

Soft Skills: Active listening, high emotional intelligence when dealing with frustrated users, and a strong sense of urgency.

Linguistic Proficiency Requirements (For Multilingual Tracks)