Trilingual Service Desk Analyst L1 (English/Spanish/Portuguese)

Job Summary

The Trilingual Service Desk Analyst (L1) (English, Spanish, and Portuguese) serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service across multiple language groups. In this junior role, the analyst initially focuses on a single account, gradually building expertise before supporting multiple accounts. Responsibilities include promptly addressing incoming calls, chats, and tasks in English, Spanish, and Portuguese, documenting all details within our ticketing system, and utilizing a knowledge base tool together with technical knowledge to resolve Tier 1 requests. When necessary, the Service Desk Analyst escalates unresolved issues to our dedicated Tier 2 and Tier 3 support teams. The role supports applications, hardware, network, and telecommunications systems, while also providing essential desktop support services.

Responsibilities

• Manage and organize the Incid...