Bilingual Spanish Service Desk Analyst

Buchanan Technologies; Charlottetown; Hybrid; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Remote/Hybrid work options

Training and career development

Job summary

Buchanan Technologies is seeking a Bilingual Spanish Service Desk Analyst to serve North American and global clients from Charlottetown. You will provide first-line support in Spanish and English, diagnosing issues and guiding users through solutions.

This role combines customer service excellence with technical troubleshooting across phone, chat, email, and self-service channels. Training and career growth opportunities are provided to build a long-term technology career.

Qualifications

• Professional working proficiency in both Spanish and English, including verbal and written communication.
• High School Diploma or equivalent.
• Strong customer service and communication skills.
• Basic computer proficiency.
• Ability to type and document information accurately while speaking with customers.

Responsibilities

• Deliver friendly, professional, and empathetic support to end users in both Spanish and English.
• Troubleshoot hardware, software, password, access, email, printing, and connectivity issues.
• Support Microsoft Windows environments and Microsoft 365 applications.
• Accurately document incidents, service requests, troubleshooting activities, and resolutions.
• Maintain detailed ticket records in the IT Service Management platform.

Skills

Bilingual Spanish-English

Customer service

Technical troubleshooting

Communication

Problem solving

Education

High School Diploma

Tools

Windows 10/11

Microsoft 365

Active Directory/Entra ID

Outlook/Exchange Online

VPN tools

Job description

Bilingual Spanish Service Desk Analyst
IT Support & Service Desk Charlottetown , Prince Edward Island 10433 Oct 1, 2026

Bilingual Spanish Service Desk Analyst

About the Role

At Buchanan Technologies, our Service Desk Analysts are the first point of contact for customers across North America and around the world. We are looking for customer-focused professionals who enjoy helping people, solving problems, and delivering exceptional service experiences.

This bilingual role requires professional working proficiency in both Spanish and English, with the ability to confidently communicate with and provide technical support to customers in both languages.

This role combines customer service excellence with technical troubleshooting. You will support users through phone, chat, email, and self-service channels while resolving technology issues and ensuring every interaction leaves the customer feeling supported and valued.

Whether you are beginning your IT career or bringing previous service experience, we provide training, mentorship, and growth opportunities to help you build a successful career in technology.

What You'll Do

Customer Experience

Deliver friendly, professional, and empathetic support to end users in both Spanish and English

Create positive customer experiences during every interaction

Communicate technical information in a clear, easy-to-understand manner

Manage customer expectations and follow through on commitments

Maintain a high level of customer satisfaction and professionalism

Technical Support

Troubleshoot hardware, software, password, access, email, printing, and connectivity issues

Support Microsoft Windows environments, Microsoft 365 applications, mobile devices, and common business applications

Utilize knowledge bases, diagnostic tools, and established processes to resolve incidents

Perform account administration tasks including password resets and user access requests

Escalate complex issues to specialized support teams when appropriate

Accurately document incidents, service requests, troubleshooting activities, and resolutions

Maintain detailed and professional ticket records within the IT Service Management platform

Meet service level objectives for response times, quality, and customer satisfaction

Contribute to knowledge articles and continuous improvement initiatives

Work effectively with colleagues, leadership, and support teams across multiple locations

Participate in training, coaching, and skill development activities

Share knowledge and best practices with team members

Support organizational initiatives focused on quality, automation, and service excellence

What Makes Someone Successful in This Role

We are looking for people who:

Enjoy helping others

Have a positive and professional attitude

Are naturally curious and enjoy solving problems

Communicate clearly and confidently

Remain calm under pressure

Take ownership of issues and follow them through to resolution

Thrive in a fast-paced environment

Preferred Technical Knowledge

Experience with some of the following is helpful but not required:

Microsoft Windows 10/11

Microsoft 365

Active Directory / Entra ID

Outlook and Exchange Online

VPN and remote access tools

Printers and peripheral devices

Mobile device support (iOS and Android)

Basic networking concepts (DNS, DHCP, TCP/IP, Wi-Fi)

Minimum Qualifications

Professional working proficiency in both Spanish and English, including verbal and written communication

High School Diploma or equivalent

Strong customer service and communication skills

Basic computer proficiency

Ability to type and document information accurately while speaking with customers

Ability to work independently and within a team environment

Preferred Qualifications

Previous customer service, call center, retail, hospitality, or technical support experience

Associate's or Bachelor's degree in Information Technology, Computer Science, or related field

IT certifications such as CompTIA A+, ITIL Foundation, Microsoft Fundamentals, or equivalent

Experience supporting users in a professional environment

24x7 operation supporting clients across North America

Various schedules available, including evenings, weekends, and holidays

Opportunities for remote, hybrid, or office-based work depending on business needs

Collaborative team environment focused on growth, coaching, and career development

Many of our leaders, engineers, trainers, and technical specialists began their careers on the Service Desk.

Potential career paths include:

Senior Service Desk Analyst

Workforce Management Analyst

Quality Assurance Analyst

Knowledge Management Specialist

Technical Support Specialist

Systems Administrator

Service Delivery Manager

Why Join Buchanan Technologies?

Competitive compensation

Paid training and career development

Certification assistance

Employee recognition programs

Opportunities for advancement

Collaborative and inclusive culture

Exposure to a wide variety of technologies and industries

Join a team where customer service and technology come together to make a difference every day.

Buchanan Technologies provides equal employment opportunities to all employees and applicants seeking employment. We are committed to a diverse, equitable, and inclusive work environment. We welcome applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, protected status, and/or any other legally protected status under applicable Canadian human rights legislation. This commitment extends to all aspects of employment including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.