Trilingual Service Desk Analyst L1 (English/Spanish/Portuguese)

The Trilingual Service Desk Analyst (L1) (English, Spanish, and Portuguese) serves as the initial point of contact for users contacting our IT Service Desk, delivering the highest level of customer service across multiple language groups. In this role, the analyst initially focuses on a single account, gradually building expertise before supporting multiple accounts. Responsibilities include promptly addressing incoming calls, chats, and tasks in English, Spanish, and Portuguese, documenting all details within our ticketing system, and utilizing a knowledge base tool, together with their technical knowledge, to resolve Tier 1 requests.