Service Desk Specialist (Spanish)

About the role

The Service Desk Specialist will be the first point of contact for Spanish‑speaking customers, handling calls and emails, logging incidents and providing initial diagnosis. You will ensure timely resolution or escalation of issues while maintaining clear communication with users.

Key responsibilities

• Answer all incoming calls (within 5 rings) and emails, log each request with full details, categorization and priority.
• Perform first‑level diagnosis, collect required logs using the designated tool, and attempt to resolve incidents at the Service Desk level.
• Escalate unresolved cases to local partners or Evernex L2/L3 technical teams, providing complete case information.
• Coordinate spare‑parts dispatch, manage buffer‑stock refills, and record parts usage in Evernex systems.
• Maintain up‑to‑date status reporting, close resolved tickets, and conduct customer satisfaction follow‑ups.

Required profile

• Degree in Computer Science, MIS or related field, or equivalent professional experience.
• Minimum 2 + years of customer‑service experience with daily direct contact.
• Previous experience in an IT service‑desk environment and first‑level support.

Required skills

• Fluent written and verbal Spanish.
• Analytical ability to interpret ticket trends.
• Familiarity with ITIL processes.
• Experience with ITSM ticket‑management tools.
• Knowledge of Knowledge‑Centered Service knowledge management.

What we offer

• Opportunity to work on global projects that promote sustainable IT practices.
• Casual, multicultural environment with low hierarchy and strong teamwork.
• Continuous learning and career‑development programs.
• Contribution to a greener IT future with visible impact.