Spanish Bilingual Service Desk Analyst

Buchanan Technologies; Charlottetown; Hybrid; CAD 42,000 - 66,000; Full time

Job summary

Buchanan Technologies in Charlottetown, PEI seeks a Bilingual Spanish Service Desk Analyst to provide front-line support to customers across North America. You will handle phone, chat, email, and self-service interactions in Spanish and English, diagnosing issues and delivering courteous, clear assistance.

The role offers training, mentorship, and growth opportunities in a collaborative environment, with remote, hybrid, or office-based options.

Qualifications

• Professional working proficiency in both Spanish and English, including verbal and written communication
• College 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
• Experience with ITSM tools such as Jira, ServiceNow, or similar is a plus

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, Microsoft 365, mobile devices, and common business applications
• Document incidents, service requests, troubleshooting activities, and resolutions in the ticketing system
• Escalate complex issues to specialized support teams when appropriate
• Work with colleagues and other teams across locations to ensure customer satisfaction

Skills

Bilingual Spanish/English

Customer service

Technical troubleshooting

Documentation and typing

Independent and team work

Experience in professional environment

Education

College or equivalent

Associate’s or Bachelor’s degree in IT or related

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

Tools

Jira

ServiceNow

BMC Helix

Entra ID / Active Directory

Job description

Job description:

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

Incident & Request Management

• 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

Team Collaboration

• 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
• Learn new technologies quickly
• 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)
• IT Service Management tools (BMC Helix, ServiceNow, Jira, etc.)

Minimum Qualifications

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

Work Environment

• 24×7 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

Career Path Opportunities

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

Potential career paths include:

• Senior Service Desk Analyst
• Team Lead
• 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.

Essential Skills:

• Computer Use

Soft Skills:

• Critical Thinking

Hard Skills:

• Troubleshooting

Digital Skills:

• Windows OS

Languages:

• English
• Spanish