Service Desk Analyst with English and Spanish

Operating system

• Provide first and second-level IT support for multiple customers via mail, chat and calls.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues.
• Escalate complex issues to higher-level support teams as needed.
• Log, track, and manage tickets in the IT Service Management (ITSM) tool.
• Ensure SLAs and response times are met for incident resolution and service requests.
• Maintain accurate documentation of issues and resolutions.
• Act as the first point of contact for end-users via phone, email, or chat.
• Provide clear and professional communication to users regarding issue status and resolution.
• Educate customers on best practices and self-service solutions where applicable.
• Support IT infrastructure, applications, and enterprise systems.
• Perform user account management (Active Directory, email, access controls).
• Assist in software installations, updates, and security patches.
• Identify recurring issues and suggest improvements to reduce incidents.
• Contribute to knowledge base articles and troubleshooting guides.
• Support IT policies, compliance, and security best practices

Optional

• sharing the costs of sports activities
• private medical care
• life insurance
• remote work opportunities
• flexible working time
• fruits
• retirement pension plan
• no dress code
• coffee / tea
• holiday funds
• redeployment package
• employee referral program
• Multisport Card