Bilingual Help Desk Analyst

Description

Job Summary: Bilingual Help Desk Analyst responsible for resolving technical incidents, providing remote support, and ensuring exceptional technological experiences for users across multiple locations. Key Highlights: 1. Manages the full ticket lifecycle and resolves user incidents. 2. Develops skills in a dynamic, fast-paced environment. 3. Opportunity for growth within a global organization. Job Function: Software & Cloud Why SoftwareOne?: SoftwareOne and Crayon have joined forces to form a global AI-powered software and cloud solutions provider, with a bold vision for the future. With a presence in more than 70 countries and a diverse team of over 13,000 professionals, we offer unique opportunities for talent to grow, make an impact, and contribute to shaping the future of technology. People are at the heart of our business. We empower our teams to work without borders, innovate without fear, and continuously develop their skills through world-class training programs. Whether you're passionate about cloud, software, data, artificial intelligence, or building meaningful customer relationships, you’ll find a place here to thrive. Join us and become part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can reach a global level. The Role: Bilingual Help Desk Analyst 7\*24 Do you enjoy resolving technical incidents and helping users quickly resume their work? Are you comfortable working with tickets, prioritizing incidents, and delivering remote support? If so, this could be the ideal role for you. Join our Service Desk team and become a key contributor in delivering exceptional technological experiences. As a Help Desk Analyst, you will be the first point of contact for users across multiple locations, helping them stay productive by efficiently and empathetically resolving their technical challenges. This is an opportunity to develop your skills in a dynamic, fast-paced environment where your impact is visible, your voice is heard, and your commitment to service excellence makes a difference every day. What You'll Do: * Manage the full ticket lifecycle, including logging, prioritization, tracking, and closure per SLA. * Respond to and resolve user incidents via channels such as phone, email, or ITSM tools. * Perform basic technical diagnosis and support for hardware, software, corporate applications, and access issues. * Escalate cases when required and document solutions, ensuring effective communication and adherence to metrics. What We Expect From You: * Technical or technological education in Systems, Computer Science, or related fields. * Prior experience in remote technical support or help desk operations. * Familiarity with ITSM tools (Aranda preferred). * Basic proficiency with Windows operating systems, corporate applications, and office productivity tools. * Strong communication skills and clear customer orientation. * Availability to work **rotating 7\*24 shifts** * Conversational English proficiency at B2+ level Why Join Our Team?: At SoftwareOne, you’ll be part of a global organization that drives growth, innovation, and real impact. Your professional development and well-being are top priorities. Some of our key benefits include: * Comprehensive health and wellness programs * Continuous learning and career development * Performance-based incentives * Flexible work models