Service Desk Analyst – Level 1 Bilingual Voice & Chat Support
Core
Provide bilingual (Spanish/English) Level 1 IT support via voice, chat, and email to resolve common technical issues for end users.
Role type
Level 1 Service Desk Analyst (Bilingual Voice & Chat)
Builds
IT support services for end users across Windows, Microsoft 365, and web environments
Domain
IT Service Management / End-User Computing
Deliverable
client delivery
Required skills
Bilingual communication (Spanish/English), ITSM/ticketing platform usage, Windows troubleshooting, Microsoft Outlook support, remote desktop tools, basic networking concepts, incident documentation, escalation management
Preferred skills
ITIL Foundation, CompTIA A+, Microsoft Fundamentals, multi-channel support experience, remote support experience, Microsoft 365 troubleshooting
Technologies
ServiceNow, Remedy, Zendesk, Jira, LogMeIn, AnyDesk, Remote Desktop Manager, Google Chrome, Microsoft Edge, Windows, Microsoft Outlook, VPN, Wi-Fi, DNS