Global Service Desk Analyst - Spanish Bilingual in Canada Creek, Nova Scotia at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Global Service Desk Analyst – Spanish Bilingual in Canada.

This role is a key entry point into global IT support operations, focused on delivering high-quality technical assistance to users across multiple regions and time zones. You will be part of a collaborative service desk environment where customer experience, responsiveness, and problem-solving are at the center of every interaction. Acting as the first line of support, you will diagnose and resolve technical issues related to IT and communication systems or escalate them appropriately to higher-tier teams. The position requires strong bilingual communication skills in English and Spanish to effectively support a diverse international user base. You will contribute directly to service excellence by ensuring incidents are properly documented, prioritized, and resolved within agreed SLAs. This is a dynamic and fast-paced role where adaptability, teamwork, and customer focus are essential. You will also play a part in continuous improvement efforts that enhance service delivery and user satisfaction.

In this role, you will provide Tier I technical support to users by troubleshooting issues, documenting incidents, and ensuring timely resolution or escalation within a global service desk environment. You will act as a key point of contact for end users, ensuring a smooth and efficient support experience while maintaining high service standards.

• Log, document, and manage customer incidents in the ticketing system with accuracy and completeness.
• Diagnose technical issues, assess urgency, and provide first-contact resolution whenever possible.
• Escalate unresolved incidents to Tier II support teams and track them through their full lifecycle.
• Support internal and external escalation processes while ensuring clear communication and follow-up.
• Deliver professional bilingual support (Spanish and English) across phone, chat, and written communication channels.
• Contribute to continuous improvement initiatives by identifying process gaps and suggesting enhancements.
• Maintain strong customer service standards in high-pressure and time-sensitive situations.

This role requires strong technical troubleshooting skills, excellent bilingual communication abilities, and a customer-first mindset, along with the ability to work in a fast-paced global support environment.

• 2+ years of experience in a Tier I technical support, service desk, or help desk role.
• Fluent professional proficiency in both Spanish and English (written and verbal).
• Strong troubleshooting skills for IT systems, applications, and communication tools.
• Ability to manage multiple priorities and perform effectively under pressure.
• Excellent interpersonal skills with the ability to build rapport with users and colleagues.
• Strong customer service orientation with a focus on resolution quality and user satisfaction.
• Familiarity with ITIL incident management processes is an asset.
• A+ Certification or equivalent technical certification is considered an advantage.
• Willingness to work flexible schedules, including weekends if required.

• Hourly compensation ranging from $22 – $24 CAD.
• 9-month contract with potential for extension or conversion to full-time employment.
• Exposure to a global IT service environment supporting diverse clients and systems.
• Collaborative and inclusive team culture focused on support, learning, and growth.
• Opportunities to develop technical and customer service skills in a structured support environment.
• Employee recognition programs and initiatives promoting engagement and well-being.
• Work within a people-first culture that values teamwork, diversity, and inclusion.