Service Desk Analyst L2 – Bilingual (English/Spanish)

About the role

This position is a core part of the end‑user support function, delivering high‑quality, customer‑centric IT assistance to employees across multiple regions. The Senior Service Desk Analyst provides advanced technical support, mentors junior analysts, and operates in a metric‑driven environment focused on SLA compliance and user satisfaction.

Key responsibilities

• Provide Tier 1 technical support for end users in a 24/7/365 service desk operation, covering morning, evening, and weekend shifts.
• Mentor junior Service Desk Analysts, sharing knowledge and best practices.
• Diagnose, troubleshoot, and resolve hardware, software, and application issues on Apple macOS and Microsoft Windows platforms.
• Utilize ServiceNow to document incidents, requests, and escalations while adhering to SLAs.
• Create and maintain Knowledge Base articles to improve first‑contact resolution and self‑service.
• Support VPN connectivity, remote access solutions, and use remote support tools for issue resolution.
• Ensure compliance with data security policies and information‑security best practices.

Required profile

• Proficiency in English and Spanish (minimum B2+ level, oral and written).
• High school diploma (minimum requirement).
• ITIL Foundation certification or practical ITIL knowledge.
• 3–5 years of technical support experience following ITIL best practices.
• Ability to work under pressure, manage multiple tasks, and adapt quickly to new technologies.

Required skills

• Windows operating system.
• Apple macOS.
• Microsoft 365 applications.
• Active Directory (basic user administration).
• ServiceNow or similar ITSM tools (e.g., Remedy, Jira Service Management).
• Apple iOS and Android device troubleshooting.
• Networking concepts (VPN, DNS, LAN/WAN).
• Endpoint security fundamentals.