Service Desk Specialist

Prodapt; San Juan (PR); Presencial; USD 36 000 - 48 000; Tempo integral

Resumo da oferta

Prodapt in San Juan, Puerto Rico, seeks a motivated Bilingual Service Desk Specialist (Spanish/English) to join our technical support team. In this entry-level role, you will be the first point of contact for end users, handling basic hardware, software, and network issues while delivering exceptional customer service.

You will log requests in ServiceNow, diagnose Level 1 problems with Windows, Mac OS, and Office 365, and route more complex issues to Level 2.

Qualificações

• 6 months to 2 years of experience in an IT Help Desk, Call Center, or Customer Service technical environment (Freshers with strong communication and basic IT aptitude may be considered).
• Associate degree in computer science or related field, or equivalent experience
• Familiarity with Windows/Mac desktop operating systems, MS Office/O365 suites, and basic computer peripheral setup.
• Language Proficiency: Absolute fluency in verbal and written Spanish and English (ability to comfortably troubleshoot technical problems in both languages).
• Must be willing and able to report to work on-site.

Responsabilidades

• First-Line Support: Act as the initial point of contact for technical assistance requests arriving via phone queues, emails, and chat systems.
• Issue Resolution: Diagnose and troubleshoot basic Level 1 hardware and software issues involving Windows/Mac OS, Office 365, Active Directory, and basic connectivity (VPN/Wi‑Fi).
• Ticket Management: Log, track, and document all incoming customer interactions and technical issues accurately within the ITSM ticketing system (e.g., ServiceNow).
• Escalation: Identify complex issues that fall outside Level 1 scope and efficiently route them to Level 2 or Level 3 support teams.
• SLA Compliance: Ensure all incidents and service requests are resolved or escalated within agreed-upon Service Level Agreements (SLAs).
• Knowledge Management: Assist in updating and maintaining internal knowledge‑base (KB) articles and support procedures.

Conhecimentos

Bilingual Spanish/English

Active listening

Rapport-building

Troubleshooting

Customer service

Formação académica

Associate degree in Computer Science or related field

Equivalent experience

Ferramentas

ServiceNow

Jira

Office 365

Windows

MacOS

Descrição da oferta de emprego

Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A ServiceNow-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider. A “Great Place To Work® Certified™” company, Prodapt employs over 5,000 technology and domain experts across the Americas, Europe, India, Africa, & Japan. Prodapt is part of the 130‑year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally.

We are seeking a highly motivated, customer‑centric Bilingual Service Desk Specialist (Spanish/English) to join our technical support team. In this entry‑level role, you will serve as the primary point of contact for end‑users experiencing technical difficulties. You will handle basic hardware, software, and network troubleshooting while ensuring an exceptional level of customer service.

Key Responsibilities

• First‑Line Support: Act as the initial point of contact for technical assistance requests arriving via phone queues, emails, and chat systems.
• Issue Resolution: Diagnose and troubleshoot basic Level 1 hardware and software issues involving Windows/Mac OS, Office 365, Active Directory, and basic connectivity (VPN/Wi‑Fi).
• Ticket Management: Log, track, and document all incoming customer interactions and technical issues accurately within the ITSM ticketing system (e.g., ServiceNow).
• Escalation: Identify complex issues that fall outside Level 1 scope and efficiently route them to Level 2 or Level 3 support teams.
• SLA Compliance: Ensure all incidents and service requests are resolved or escalated within agreed-upon Service Level Agreements (SLAs).
• Knowledge Management: Assist in updating and maintaining internal knowledge‑base (KB) articles and support procedures.

Required Qualifications

• Language Proficiency: Absolute fluency in verbal and written Spanish and English (ability to comfortably troubleshoot technical problems in both languages).
• Experience: 6 months to 2 years of experience in an IT Help Desk, Call Center, or Customer Service technical environment (Freshers with strong communication and basic IT aptitude may be considered).
• Education: Associate degree in computer science or related field, or equivalent experience
• Technical Knowledge: Familiarity with Windows/Mac desktop operating systems, MS Office/O365 suites, and basic computer peripheral setup.
• Communication Skills: Exceptional active listening, rapport‑building, and communication skills to explain technical solutions to non‑technical users.
• Soft Skills: High sense of urgency, strong multitasking capabilities, and a structured approach to problem‑solving.
• Work Arrangement: Must be willing and able to report to work on‑site.

Preferred Qualifications

• Certification or training in ITIL v4 Foundation
• Previous experience using professional ticketing systems such as ServiceNow or Jira.
• Degree or diploma in Computer Science, Information Technology, or a related discipline.