Bilingual Service Desk Analyst

Job Summary

Providing Level 1 technical support, the full-time remote Bilingual Service Desk Analyst will assist English and Spanish speaking users with IT issues via phone, email, and chat, ensuring excellent customer service and effective problem resolution.

Key responsibilities

• Provide general IT end-user support and troubleshoot hardware and software issues
• Interact with customers to identify and diagnose technical problems, ensuring proper documentation and escalation of unresolved issues
• Drive positive customer experiences through timely responses and professional interactions while meeting performance metrics

Required qualifications

• Minimum 6-12 months of experience in a Service Desk or technical support role
• Minimum 6-12 months of customer service experience in a professional industry
• High School Diploma or GED
• Bilingual in English and Spanish (both written and oral)
• Strong troubleshooting and documentation skills