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Help Desk Analyst - Bilingual

  • Location: Schaumburg, IL
  • Job Type: Right to Hire
  • Ref No: 19-06464
  • Date: October 31, 2019
  • Job title:
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Job Description - Help Desk Analyst - Bilingual


Seeking a Help Desk Analyst who is fluent in English and Spanish to be responsible for answering Help Desk calls and tickets in a timely manner and assisting users with various systems issues. The Help Desk Analyst maintains a proficient knowledge of technical programs and is able to assist users with a variety of problems. The Help Desk Analyst may be also asked to assist in special projects coordinated by an internal Team Lead.


  • Provides friendly, courteous, and quality systems support to all users.
  • Strives to meet or exceed all SLA goals
  • Respond to incoming telephone calls, voicemail, web-submissions, emails and/or chat for assistance from users experiencing problems
  • Provide Level 1 technical support
  • Assist with advanced troubleshooting for special projects as directly by internal Team Lead
  • Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e. software, hardware and client specific applications)
  • Document customer requests in call tracking system
  • Route tickets accurately to second level support when needed
  • Recommends changes in policies/procedures to the Service Desk Team Lead
  • Stay current on and adhere to established policies, procedures and documentation


  • 1+ years’ experience in a Call Center/Helpdesk position
  • Bachelor’s Degree with a minimum of one IT certification (i.e. HDI, A+, ITIL, MCSE, Network +) or related coursework desired but not required
  • Fluency in speaking Spanish
  • Knowledge in Microsoft Office 2013/2016 (i.e. Word, Excel, PowerPoint, Access)
  • Knowledge in Microsoft Outlook 2013/2016
  • Knowledge in Blackberry device setup and troubleshooting
  • Knowledge in Windows 7 and 10 Operating Systems
  • Knowledge of Citrix and VPN
  • Knowledge of Active Directory and user account changes
  • Strong customer service and communication skills
  • Technical aptitude with strong PC literacy skills
  • Strong problem solving skills and decision making ability
  • Effective listening skills
  • Ability to learn and apply technical information in a fast-paced, demanding work environment
  • Ability to follow policies and procedures; attention to detail
  • Ability to handle a large call volume
  • Flexibility to accommodate Help Desk’s hours of operation, open seven days-a-week, including holidays
  • Strong enthusiasm and desire to learn
  • Work well in a team environment
  • Strong written and verbal communication skills
  • Self-motivation and organization


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