Spanish Bilingual | ITSD

Responsibilities

• Serve as the initial point of contact for users via phone, chat, and email
• Record and categorize incidents, service request, and inquiries in ITSM (Service Now).
• Provide first-line support for common IT issues such as:
• Password Resets and Unlock accounts
• Basic network and connectivity issues
• Basic Outlook concerns
• Basic hardware and connection issues
• Software installation
• Follow standard operating procedures for issue resolution and escalation.
• Escalate unresolved or complex incidents to ATS (Advance Technical Support).
• Communicate (English/Spanish) effectively with users regarding ticket status and resolution updates.
• Prioritize tickets based on urgency and impact.
• Document solutions and contribute to the Knowledge base.
• Participate in continuous improvement initiatives and regular team meetings.
• Amen...