Engineer - Cloud & Infra Management

Role description

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