Global IT Service Desk Analyst (L1) – Spanish

About the role

We are looking for a Global IT Service Desk Analyst (Level 1) to join our 24x7 hybrid team. You will be the first point of contact for our worldwide workforce, providing technical assistance in English and Spanish while ensuring smooth digital workplace operations.

Key responsibilities

• Deliver omnichannel support (phone, chat, self‑service) in English and Spanish.
• Achieve first‑contact resolution for software configuration, access, MFA, and network issues.
• Log, categorize, prioritize, and document incidents in ServiceNow.
• Troubleshoot hardware failures, profile corruptions, VPN/network routing conflicts, and deployment errors.
• Participate in problem and knowledge management, contributing to runbooks and user‑facing knowledge bases.
• Maintain SLA compliance for resolution time and reduce ticket backlog.

Required profile

• 0–2 years of experience in a customer‑facing technical support role.
• Good understanding of ITIL v4 Foundation (certification a plus).
• Excellent verbal and written communication skills in English and Spanish.
• Strong active listening, emotional intelligence, and sense of urgency.

Required skills

• Operating systems: Windows 10/11, macOS (Sonoma, Sequoia, Tahoe).
• Identity & Access: Active Directory, Azure AD/Entra ID, Okta IAM.
• Endpoint management: Microsoft Intune, SCCM, Jamf Pro.
• Collaboration tools: Microsoft 365 Suite, Google Workspace, Zoom, Slack.
• ITSM tool: ServiceNow.