Spanish Service Desk - Sr Engineer-Cloud & Infra Engg

Area(s) of responsibility

Job Description: Global Service Desk (GSD) Spanish Language Support Expert
Role Summary
The Global Service Desk (GSD) Spanish Language Support Expert is responsible for providing L1/L1.5 IT support to global users with a focus on Spanish-speaking regions. The role ensures effective incident resolution, service request fulfillment, and high customer satisfaction through strong technical troubleshooting and multilingual communication skills.
Key Responsibilities
• Provide IT support (L1/L1.5) in Spanish and English across global users
• Handle incidents and service requests via calls, emails, and chat
• Troubleshoot issues related to applications, systems, and infrastructure
• Ensure tickets are logged, categorized, and resolved within SLA
• Escalate complex issues to L2/L3 teams with proper documentation
• Maintain accurate updates and resolution notes in ticketing tools
• Follow ITIL processes (Incident, Request, Knowledge Management)
• Contribute to knowledge base and self-service documentation
• Support shift-based global operations (24x7 model)
Language & Communication Requirements
• Fluent in Spanish (spoken and written) - mandatory
• Good proficiency in English
• Ability to communicate clearly with global users
• Experience handling voice-based support preferred
Technical Skills
• Experience with ServiceNow or similar ITSM tools
• Knowledge of Windows OS, Office 365, Outlook, and collaboration tools
• Understanding of VPN, network basics, and remote access tools
• Exposure to Active Directory (user/access management)
• Basic knowledge of enterprise applications (SAP, JDE, etc. is a plus)
Process & Compliance
• Adhere strictly to ITIL-driven processes and guidelines
• Maintain audit-ready documentation and ticket updates
• Follow security, access, and compliance protocols
• Ensure proper adherence to escalation matrix
Skills & Competencies
• Strong troubleshooting and analytical skills
• Excellent verbal and written communication
• Customer-centric mindset
• Ability to work in a high-volume ticketing environment
• Flexibility to work in shifts (including night shifts if required)
Experience & Qualifications
• 2-5 years of experience in IT Service Desk / Technical Support
• Proven experience in Spanish language support
• ITIL Foundation certification preferred
• Graduate in IT/Computer Science or related field
Key Metrics (KPIs)
• SLA compliance (response and resolution)
• First Call Resolution (FCR)
• Customer Satisfaction (CSAT)
• Ticket backlog and aging
• Quality audit scores
Tools & Platforms
• ServiceNow (Incident, Request, Knowledge modules)
• Remote desktop / support tools
• MS Teams, Outlook, and other collaboration tools
Career Progression
• Senior Service Desk Analyst
• SME / Language Specialist
• Service Desk Lead roles