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Spanish Speaking IT Support Analyst (Remote)

Human Capital Ventures
Job LocationPeterborough
EducationNot Mentioned
Salary£26,000 - £35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

Our Client, a market-leading organisation growing through business acquisition, is seeking a Spanish Speaking IT Support Analyst to join their global IT shared service center. As the successful candidate, you will have fluency in both English and Spanishas you will be responsible for supporting users locally and in Spain.As a Spanish Speaking IT Support Analyst, you will act as the first point of escalation for users encountering technical difficulties providing support over the phone, remotely, and on live messenger. You will log tickets and manage incidents through ServiceNow,providing triaging, troubleshooting, and technical support in accordance with formal Service Level Agreements.If a first-call resolution is not possible, you will work with a cross-functional IT Team to escalate incidents to the appropriate resolver group following the incident through to resolution.Responsibilities:

  • Provide 1st - 2nd line telephony, remote, and live chat-based support to our global user community of 6000+ employees.
  • Executive user support to 500+ senior management and VIPs
  • Manage incidents and requests via our IT service management tool ServiceNow (SNOW)
  • Advanced troubleshooting and analytical triage/support
  • Liaise with and delegate tasks to relevant teams for escalation.
  • Support the Service Desk team lead and escalate support issues to the Head of IT Support where necessary.
  • Basic network troubleshooting
  • Mobile device support (Apple/Android)
  • Active Directory Users and Computer administration
  • Windows 10 and Microsoft product support
  • MAC OS X support (not essential)
  • Act as a Major Incident owner during reported MIs (following the documented MI process)
Requirements:
  • Fluency in both English and Spanish languages (verbal and written)
  • Minimum of 2 years of experience in a 1st/2nd line IT support or Service Desk role
  • Experience with ServiceNow or other IT service management tools
  • Experience in troubleshooting Windows 10, Microsoft products, and mobile devices (Apple/Android)
  • Active Directory and AzureAD experience
  • Basic network troubleshooting experience
  • Ability to escalate incidents to the appropriate resolver group following the incident through to resolution.
  • Good analytical and problem-solving skills
  • Excellent communication and customer service skills
  • Ability to work in a fast-paced environment and manage competing priorities.
Work Setup: Remote RoleSalary: £26,000 - £35,000 per annumBenefits: Annual bonus program, optional on-call, paid overtime, paid training and development, excellent holiday allowance, great pension, health, and life insurance + more!If you are looking for an exciting opportunity to join a market-leading organization with a dynamic team, then please apply with your CV. We look forward to hearing from you!

Keyskills :
BilingualEnglishService DeskSpanishServiceNow

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