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 workplace. 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

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📌 Spanish Bilingual Service Desk Analyst (Prince Edward Island)
🏢 Buchanan Technologies
📍 Prince Edward Island