IT Service Desk Analyst - Spanish-Portugal
2 days ago Be among the first 25 applicants
Office based: Hybrid 3 days a week at office.
Experience level: 1 to 6 Yrs
Pls Share CV in word format along with Notice Period and Current CTC to : hr@marketcloud.co.uk
Key Requirements:
- Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
- Provide support in both English and Spanish, and Portuguese and Italian, ensuring clear communication with Spanish-speaking users.
- Troubleshoot hardware, software, network, and system issues on Windows, MacOS, and mobile platforms.
- Record, track, and document service desk incidents and requests using the ITSM tool.
- Escalate complex issues to appropriate teams as needed, following defined escalation procedures.
- Follow up with users to ensure issues are resolved and document solutions for knowledge base use.
- Assist with user account management, password resets, access rights, and onboarding/offboarding.
- Maintain a high level of professionalism and empathy in all customer interactions.
- Support global IT projects and system upgrades as needed.
- Familiarity with remote desktop tools (e.g., TeamViewer, AnyDesk).
- Experience supporting MacOS, iOS, and Android devices.
- Knowledge of basic networking (VPN, DNS, DHCP).
Seniority level: Entry level
Employment type: Full-time
Job function: Information Technology
Industries: IT Services and IT Consulting
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