Service Desk Analyst

About the role

We are looking for a Service Desk Analyst to provide first‑level support to French‑ and Spanish‑speaking customers, with English also required. The role involves handling user requests via phone, email, chat or the Global ServiceNow platform, ensuring timely resolution and adherence to service‑level agreements.

Key responsibilities

• Receive and log user requests through telephone, email, chat or ServiceNow, creating accurate service records.
• Deliver first‑call resolution on incident tickets following documented work instructions.
• Escalate incidents according to operating guidelines and monitor progress of all requests.
• Communicate status updates to users and stakeholders, keeping them informed throughout the support process.
• Translate spoken and written requests between French, Spanish and English as needed.
• Prioritise tickets based on business impact to meet agreed service levels.
• Update databases with changes and status of each service request following standard procedures.
• Follow escalation and urgent‑request procedures, ensuring all work is documented according to required standards.
• Provide basic technical troubleshooting for computers, applications and related IT problems.

Required profile

• Fluent in French and Spanish; English proficiency required.
• Ability to plan, schedule and monitor own workload within limited time horizons.
• Capacity to adapt to a rapidly changing environment with increasing task complexity.
• Strong focus on meeting service‑level agreements and delivering quality support.

Required skills

• Experience with ServiceNow or a comparable service‑management tool.
• Incident ticketing and first‑call resolution techniques.
• Basic IT troubleshooting for hardware, software and applications.