Helpdesk Support(Spanish Language)

This position is ideal for candidates who are fluent in Spanish and capable of providing high-quality technical and customer support to global users. The role involves handling IT service desk requests, troubleshooting basic technical issues, and ensuring smooth communication with Spanish-speaking clients and stakeholders.

Key Responsibilities

• Provide 

  IT Helpdesk support

   to end-users through calls, emails, chats, or ticketing tools.
• Handle and resolve 

  Level-1 technical issues

   such as password resets, access issues, VPN connectivity, printer problems, email configuration, and basic application support.
• Communicate 

  fluently in Spanish

   to understand user issues, respond clearly, and document ticket details accurately.
• Log all support interactions in the ticketing system with complete notes and follow standard operating procedures.
• Perform 

  initial triage

   and escalate complex issues to the appropriate L2/L3 teams as needed.
• Track and follow up on open tickets to ensure timely resolution and excellent customer experience.
• Adhere to 

  SLA timelines

  , quality parameters, and internal process compliance.
• Provide guidance to users on IT policies, software usage, and standard troubleshooting steps.
• Participate in team huddles, knowledge-sharing sessions, and continuous improvement activities.

Required Skills & Qualifications

• Bachelors degree (any discipline) or equivalent professional experience.

• Fluency in Spanish (B2/C1 level)

    both verbal and written.
• Strong English communication is an added advantage.
• 1–4 years of experience in a 

  Service Desk / Helpdesk / Technical Support

   environment.
• Good understanding of Windows OS, MS Office, Outlook, VPN, basic networking, and common enterprise applications.
• Experience with ITSM tools like 

  ServiceNow, Remedy, or JIRA

   is preferred.
• Ability to work in rotational shifts, including night shifts if required.

Preferred Qualifications

• ITIL Foundation certification (preferred but not mandatory).
• Experience supporting global users in a multi-lingual environment.
• Strong troubleshooting mindset, customer orientation, and problem-solving ability.
• Milki Bisht|
  9151206474