Bilingual IT Service Desk Associate (Spanish & English)

Job description

Engineer - Cloud \& Infra Management Job Description IT Service Desk Associate Spanish English Support Role Overview We are looking for a bilingual IT Service Desk Associate who can communicate fluently in Spanish and English to support end users with daytoday IT issues The role is suitable for candidates with 0 to 3 years of experience and requires strong communication skills a customerfirst mindset and basic technical troubleshooting knowledge Key Responsibilities Provide firstlevel IT support to users through phone email chat or ticketing tools Communicate clearly with Spanish and Englishspeaking users to understand document and resolve issues Log categorize prioritize and update tickets in the ITSM tool as per process guidelines Troubleshoot basic issues related to password resets account access applications hardware network connectivity VPN printers and Microsoft 365 services Follow standard operating procedures and knowledge articles to resolve known issues Escalate unresolved or complex issues to the appropriate technical teams with complete details Maintain timely communication with users on ticket status next steps and resolution timelines Meet service desk performance expectations such as SLA adherence quality first contact resolution and customer satisfaction Participate in training knowledge sharing and continuous improvement activities Required Skills Fluency in Spanish and English with strong verbal and written communication skills Basic understanding of Windows operating systems Microsoft Office Outlook Teams and common business applications Good problemsolving skills and willingness to learn technical processes Ability to remain patient professional and customerfocused while handling user issues Good documentation skills with attention to detail Ability to work in shifts including support for client business hours if required Qualification and Experience Graduate degree or diploma in any discipline ITrelated education is preferred but not mandatory 0 to 3 years of experience in IT Service Desk technical support customer support or a similar role Freshers with strong language skills and interest in IT support may also apply ITIL Foundation Microsoft certifications or basic technical support certifications will be an added advantage Preferred Attributes Customerfirst attitude with empathy and ownership Ability to work in a fastpaced support environment Team player with a positive learning mindset Strong discipline in following processes schedules and escalation guidelines