IT Service Desk Analyst — Spanish Bilingual

3 days ago

Bonifacio Global Metro Manila, Philippines Hexaware Technologies Phil. Branch Full time ₱300,000 - ₱450,000 per year
Role Summary

Provide first‑line technical support to Spanish and English speaking users, resolve or correctly route incidents and service requests, document interactions in the ticketing system, and maintain high customer satisfaction.

Key Responsibilities
  • Serve as first point of contact for IT issues via phone, email, and chat in Spanish and English
  • Log, triage, and prioritize incidents and service requests in the ticketing system
  • Perform basic troubleshooting for common issues: password resets, account unlocks, printer/network connectivity, VPN, basic Windows/macOS support, and common business application problems
  • Escalate complex incidents to L2/L3 teams with complete diagnostics and documentation
  • Communicate status updates and incident resolutions clearly to end users in their preferred language
  • Maintain and localize knowledge base articles in Spanish and English
  • Meet defined SLAs and quality standards; contribute to continuous improvement initiatives
Required Skills & Qualifications
  • Fluent in Spanish (professional working proficiency) and English (business proficient)
  • Experience in frontline support or customer service, ideally in an IT environment
  • Familiarity with common ticketing systems (e.g., ServiceNow, Jira, Zendesk)
  • Basic knowledge of Windows, macOS, Office 365, basic networking concepts, and remote support tools
  • Strong verbal and written communication skills in both languages
  • Customer-focused attitude and ability to work flexible shifts if required
Nice-to-Have
  • Certifications such as CompTIA A+, ITIL Foundation
  • Experience supporting corporate applications (SAP, Salesforce, Teams)
  • Prior experience in a multinational or Latin American / Spanish market environment

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