Service Desk Analyst (L1) – Bilingual English/Spanish

About the role

The Service Desk Analyst (L1) is the first point of contact for end‑users, delivering high‑quality support across applications, hardware, networks and specialised tools such as POS systems. The role requires bilingual communication in English and Spanish and focuses on resolving Tier 1 incidents while escalating more complex cases.

Key responsibilities

• Manage the full ticket lifecycle – log, categorize, prioritize, resolve and close incidents, requests, problems, changes and configuration items.
• Provide first‑level technical assistance via phone, chat or email for software, hardware, networking and telecommunications issues.
• Escalate unresolved or complex tickets to Tier 2/3 teams following defined procedures.
• Maintain accurate case records, create or update Knowledge Base articles and suggest process improvements.

Required profile

• Minimum 1 year of experience in IT support with a solid understanding of ITIL concepts.
• High school diploma required; pursuing a degree in Computer Science, Engineering or IT is a plus.
• Fluent in English and Spanish (B2+ level, oral and written proficiency ≥85%).

Required skills

• Active Directory
• Windows shared drives
• Network‑shared printers
• Laptop, peripheral and mobile device diagnostics
• DNS, DHCP, VPN and Wi‑Fi troubleshooting
• Ticket Management (Incident, Request, Problem, Change, Configuration)
• POS system support
• ITIL framework
• Nice‑to‑have certifications: Cisco CCNA, Microsoft 365 Fundamentals, CompTIA A+