Global Service Desk Analyst – Spanish Bilingual

Job Description

Provide comprehensive support as a Global Service Desk Analyst. Document customer issues meticulously in our ticket management system. Analyze issue symptoms, assess urgency, and resolve problems when possible. Escalate incidents to Tier II support when necessary, ensuring effective incident lifecycle management. Proactively identify process improvement opportunities and collaborate with peers to enhance service delivery. Manage internal and external escalations effectively to maintain service excellence.

Qualifications

1. Requires 2+ years in technical support, offering tier I support in a service desk or help desk. 2. Must be fluent in Spanish within a professional setting. 3. Possess excellent bilingual Spanish and English communication skills. 4. Demonstrated ability in troubleshooting and resolving technical and procedural problems. 5. Able to adapt to customer needs, managing high-stress situations professionally. 6. Skilled at establishing rapport with colleagues. 7. Committed to superior customer service on and off the phone. 8. Available and willing to work overnight shifts.

Benefits

- RSP Plan - Comprehensive benefits package from day one