Global Service Desk Analyst - Spanish Bilingual Overnight

Role overview Deliver tier-one technical support for end users across a global client base as part of an integrated IT services team. The role is bilingual Spanish/English, operates overnight, and serves customers spanning multiple regions and industries.

Responsibilities - Log fully documented customer issues into a ticket management system - Analyse reported symptoms, judge urgency, and resolve problems on the first call wherever possible - Escalate incidents to the appropriate tier-two group and track them through to closure - Support both internal and external escalations, coordinating with stakeholders as needed - Identify opportunities to improve service delivery processes and partner with peers and leads to implement them

Requirements - Two or more years of experience in a technical support role providing tier-one service desk or help desk support - Professional fluency in spoken and written Spanish, alongside strong English communication skills - Demonstrated ability to troubleshoot and resolve both technical and procedural issues - Comfort handling fluctuating demand and high-stress situations with professionalism - Strong customer service skills on both phone and written channels - Willingness to work a fixed overnight shift

Nice to have - Familiarity with ITIL Incident Management practices - A+ Certification

Benefits and work setup - Compensation in the range of $40,000 to $52,000 per year - Comprehensive benefits package from day one - RSP (retirement savings) plan - Recognition programs and a people-focused culture - Position located across Canada