Job description:Bilingual Spanish Service Desk AnalystAbout the RoleAt 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 DoCustomer Experience:Deliver friendly, professional, and empathetic support to end users in both Spanish and EnglishCreate positive customer experiences during every interactionCommunicate technical information in a clear, easy-to-understand mannerManage customer expectations and follow through on commitmentsMaintain a high level of customer satisfaction and professionalismTechnical SupportTroubleshoot hardware, software, password, access, email, printing, and connectivity issuesSupport Microsoft Windows environments, Microsoft 365 applications, mobile devices, and common business applicationsUtilize knowledge bases, diagnostic tools, and established processes to resolve incidentsPerform account administration tasks including password resets and user access requestsEscalate complex issues to specialized support teams when appropriateIncident & Request ManagementAccurately document incidents, service requests, troubleshooting activities, and resolutionsMaintain detailed and professional ticket records within the IT Service Management platformMeet service level objectives for response times,



quality, and customer satisfactionContribute to knowledge articles and continuous improvement initiativesTeam CollaborationWork effectively with colleagues, leadership, and support teams across multiple locationsParticipate in training, coaching, and skill development activitiesShare knowledge and best practices with team membersSupport organizational initiatives focused on quality, automation, and service excellenceWhat Makes Someone Successful in This RoleWe are looking for people who:Enjoy helping othersHave a positive and professional attitudeAre naturally curious and enjoy solving problemsCommunicate clearly and confidentlyRemain calm under pressureLearn recent technologies quicklyTake ownership of issues and follow them through to resolutionThrive in a fast-paced environmentPreferred Technical KnowledgeExperience with some of the following is helpful but not required:Microsoft Windows 10/11Microsoft 365Active Directory / Entra IDOutlook and Exchange OnlineVPN and remote access toolsPrinters and peripheral devicesMobile device support (iOS and Android)Basic networking concepts (DNS, DHCP, TCP/IP, Wi‐Fi)IT Service Management tools (BMC Helix, ServiceNow, Jira, etc.)Minimum QualificationsProfessional working proficiency in both Spanish and English, including verbal and written communicationCollege or equivalentStrong customer service and communication skillsBasic computer proficiencyAbility to type and document information accurately while speaking with customersAbility to work independently and within a team environmentPreferred QualificationsPrevious customer service, call center, retail, hospitality,



or technical support experienceAssociate's or Bachelor's degree in Information Technology, Computer Science, or related fieldIT certifications such as CompTIA A+, ITIL Foundation, Microsoft Fundamentals, or equivalentExperience supporting users in a professional environmentWork Environment24×7 operation supporting clients across North AmericaVarious schedules available, including evenings, weekends, and holidaysOpportunities for remote, hybrid, or office‐based work depending on business needsCollaborative team environment focused on growth, coaching, and career developmentCareer Path OpportunitiesMany of our leaders, engineers, trainers, and technical specialists began their careers on the Service Desk.Potential career paths include:Senior Service Desk AnalystTeam LeadWorkforce Management AnalystQuality Assurance AnalystKnowledge Management SpecialistTechnical Support SpecialistSystems AdministratorService Delivery ManagerWhy Join Buchanan Technologies?Competitive compensationPaid training and career developmentCertification assistanceEmployee recognition programsOpportunities for advancementCollaborative and inclusive cultureExposure to a wide variety of technologies and industriesJoin 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 environment. 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 UseSoft Skills:Critical ThinkingHard Skills:TroubleshootingDigital Skills:Windows OSLanguages:EnglishSpanish

📌 Spanish Bilingual Service Desk Analyst (Brudenell)
🏢 Buchanan Technologies
📍 Brudenell