Bilingual Service Desk Analyst

Schedule: Availability required (rotating shifts if needed)

Responsibilities

• Provide first-level technical support to end users across different accounts
• Act as a backup resource supporting multiple projects, ensuring operational continuity across assigned accounts
• Troubleshoot hardware, software, and network issues
• Manage and resolve incidents through ticketing systems (ServiceNow, InvGate, or similar)
• Escalate complex issues to appropriate teams
• Support user account management (Active Directory basics)
• Ensure timely resolution aligned with SLA commitments
• Deliver excellent customer service in English and Spanish
• 1–3 years of experience in Service Desk / IT Support
• Advanced English (C1+ or higher) – mandatory

Qualifications

• Windows 10/11 troubleshooting
• Office 365
• Basic networking (IP, DNS, VPN)
• Active Directory (user admini...