Deskripsi Pekerjaan
Join Orica's dynamic IT team as a Spanish-speaking IT Service Desk Administrator! As the first point of contact for our global workforce, you'll deliver exceptional technical support and drive seamless user experiences. In this pivotal role, you'll troubleshoot complex IT issues, deploy solutions across diverse systems, and champion customer satisfaction through proactive communication. Leverage your bilingual expertise to support Spanish-speaking users while collaborating with cross-functional teams to implement service improvements. This position offers growth opportunities in a multinational environment where your problem-solving skills directly impact operational efficiency.
Tanggung Jawab
- Deliver first-line technical support via phone, email, and remote access for hardware/software issues
- Manage incident tickets using ITSM tools (ServiceNow, Jira) with SLA adherence
- Provide bilingual support (English/Spanish) for global end-user queries
- Deploy and maintain IT assets including laptops, peripherals, and software installations
- Document troubleshooting procedures and knowledge base articles
- Coordinate with infrastructure teams for network/printer/VPN escalations
- Conduct user training on security protocols and software applications
- Contribute to IT service improvement projects and process optimization
Kualifikasi
- Bachelor's degree in Computer Science/IT or equivalent certification
- 2+ years experience in IT service desk or technical support roles
- Native or fluent Spanish language proficiency with professional certification
- Expertise in Windows OS, Microsoft 365, and endpoint management tools
- ITIL Foundation or equivalent service management certification preferred
- Strong diagnostic skills for hardware/network troubleshooting
- Experience with remote desktop tools (TeamViewer, AnyDesk)
- Customer-centric approach with conflict resolution abilities