Trilingal Service Desk Analyst
hace 2 días
Job Summary
The Trilingual Service Desk Analyst (L1) is the primary contact for IT support, providing high-level customer service in three languages (English, Spanish, and either Portuguese or French). This role manages multiple accounts using advanced expertise to resolve tier 1 technical issues across hardware, software, and networking systems.
Responsibilities
- Incident Management:
Organize, assign, and resolve incident and request queues while documenting all details in the ticketing system. - Technical Support:
Guide users through troubleshooting for applications and infrastructure, escalating complex issues to tier 2 or 3 teams. - Knowledge Management:
Create and update Knowledge Base articles and recommend process improvements. - Customer Care:
Follow up with users to ensure satisfaction and maintain high service standards. - Compliance:
Adhere to operational security policies and participate in scheduled meetings and monitoring tasks.
Skills and Experience
- Experience:
2–4 years in technical support with a strong grasp of ITIL frameworks, Active Directory, and Windows environments. - Education:
High school degree required; pursuit of a degree in CS, IT, or Engineering is preferred. - Language Skills:
Minimum
B2+ proficiency
in English and Spanish, plus a third language (Portuguese or French). - Core Competencies:
Results-driven, analytical, and adaptable, with strong communication skills and a commitment to ethical standards. - Certifications (Preferred):
ITIL, CompTIA A+, Cisco CCNA, or Microsoft 365 Fundamentals.
-
Service Desk Level 1
hace 2 días
San Francisco, Heredia, Costa Rica Auxis A tiempo completoJob Summary:The 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. In this senior role, the analyst will be expected to handle multiple accounts applying their expertise gained over time. Responsibilities include promptly addressing incoming calls,...
-
Service Desk
hace 2 semanas
San Francisco, Heredia, Costa Rica NTT DATA A tiempo completoManage all different types of inquiries generated via inbound activities such as chat, email and call. Attend the help desk line and respond to users' requests regarding application issues or questions. Call back missing calls. Diagnoses and troubleshoots level 1 problem. Management of ticketing support queue (production support). Troubleshooting customer...
-
Service Desk
hace 1 semana
San Francisco, Heredia, Costa Rica NTT DATA A tiempo completoReq ID: 350835NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now. We are currently seeking a Service Desk - German / English (Remote Night shift) to join our team in Heredia, Heredia (CR-H), Costa Rica (CR). ...
-
Service Desk
hace 1 semana
San Francisco, Heredia, Costa Rica NTT DATA North America A tiempo completoReq ID:350835NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.We are currently seeking a Service Desk - German / English (Remote Night shift) to join our team in Heredia, Heredia (CR-H), Costa Rica...
-
IT Service Desk Associate
hace 4 días
San Francisco, Heredia, Costa Rica Fisher Investments A tiempo completoOverviewThe Opportunity:The IT Service Desk Associate provides in-depth desktop support to Fisher Investments and its employees. You will oversee troubleshooting, diagnosing and resolving complex PC and network problems. They are also a resource and first point of escalation to IT Service Desk Associates. You will report to the Team Leader.The...
-
IT Service Desk Engineer Lead
hace 2 horas
San Francisco, Heredia, Costa Rica Movate A tiempo completoWork Location: Ultralag, HerediaType: Full-Time (On-site)Experience: 3–5 years of experience in IT support, including at least 1 year in a leadership or team lead roleEducation Qualification: Bachelor's degree or equivalent experienceNo of Openings: 2Summary:The Helpdesk Lead oversees the day-to-day operations of the IT Service Desk, managing Tier 1 and...
-
IT Service Desk Engineer – Tier 2
hace 2 horas
San Francisco, Heredia, Costa Rica Movate A tiempo completoWork Location: Ultralag, HerediaType: Full-Time (On-site)Experience: 2–3 years of hands-on experience in Helpdesk or IT Support rolesEducation Qualification: Bachelor's degree or equivalent experienceNo of Openings: 10+Summary:The IT Service Desk Engineer – Tier 2 serves as the technical escalation point for the Tier 1 support team, resolving complex...
-
Quality Assurance Analyst – Support Operations
hace 2 horas
San Francisco, Heredia, Costa Rica Movate A tiempo completoWork Location: Ultralag, HerediaExperience: 1–3 years in Quality Assurance, Support Operations, or similar rolesEducation Qualification: Bachelor's degree or equivalent experienceNo of Openings: 2Summary:The Quality Analyst supports operational excellence by reviewing cases, identifying quality gaps, coaching support agents, and driving continuous...
-
Finance and Technical Support L1
hace 2 días
San Francisco, Heredia, Costa Rica Auxis A tiempo completoJob SummaryThe 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. In this role, the analyst will be expected to handle multiple accounts applying their expertise gained over time. Responsibilities include promptly addressing incoming calls, chats, and...
-
Service Offering Manager
hace 2 horas
San Francisco, Heredia, Costa Rica ServiceNow A tiempo completoCompany Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based...
