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Job Summary
The Senior Trilingual Service Desk Analyst (L1) serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service across three supported languages, such as English, Spanish, Portuguese and French. In this senior role, the analyst is expected to manage multiple accounts by applying the expertise gained over time, while demonstrating fluency and adaptability across languages.
Responsibilities include promptly addressing incoming calls, chats, and tasks, documenting all details within our ticketing system, and utilizing a knowledge base tool, in conjunction with their basic knowledge, to resolve tier 1 requests. When necessary, the Senior Trilingual Service Desk Analyst escalates unresolved issues to our dedicated tier 2 and 3 support teams. Their role involves applications, hardware, network, and telecommunications systems, as well as delivering essential desktop support services to a multi...