Spanish Service Desk - Sr Engineer-Cloud & Infra Engg

Country/Region: IN

Requisition ID: 36169

Work Model

Position Type

Salary Range

Location: INDIA \- BENGALURU \- BIRLASOFT OFFICE

• *Title:** **Spanish Service Desk \- Sr Engineer\-Cloud \& Infra Engg**

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Description

• *Area(s) of responsibility**
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Job Description: Global Service Desk (GSD) Spanish Language Support Expert

Role Summary

The Global Service Desk (GSD) Spanish Language Support Expert is responsible for providing L1/L1\.5 IT support to global users with a focus on Spanish\-speaking regions. The role ensures effective incident resolution, service request fulfillment, and high customer satisfaction through strong technical troubleshooting and multilingual communication skills.

Key Responsibilities

• Provide IT support (L1/L1\.5\) in Spanish and English across global users
• Handle incidents and service requests via calls, emails, and chat
• Troubleshoot issues related to applications, systems, and infrastructure
• Ensure tickets are logged, categorized, and resolved within SLA
• Escalate complex issues to L2/L3 teams with proper documentation
• Maintain accurate updates and resolution notes in ticketing tools
• Follow ITIL processes (Incident, Request, Knowledge Management)
• Contribute to knowledge base and self\-service documentation
• Support shift\-based global operations (24x7 model)

Language \& Communication Requirements

• Fluent in Spanish (spoken and written) – mandatory
• Good proficiency in English
• Ability to communicate clearly with global users
• Experience handling voice\-based support preferred

Technical Skills

• Experience with ServiceNow or similar ITSM tools
• Knowledge of Windows OS, Office 365, Outlook, and collaboration tools
• Understanding of VPN, network basics, and remote access tools
• Exposure to Active Directory (user/access management)
• Basic knowledge of enterprise applications (SAP, JDE, etc. is a plus)

Process \& Compliance

• Adhere strictly to ITIL\-driven processes and guidelines
• Maintain audit\-ready documentation and ticket updates
• Follow security, access, and compliance protocols
• Ensure proper adherence to escalation matrix

Skills \& Competencies

• Strong troubleshooting and analytical skills
• Excellent verbal and written communication
• Customer\-centric mindset
• Ability to work in a high\-volume ticketing environment
• Flexibility to work in shifts (including night shifts if required)

Experience \& Qualifications

• 2–5 years of experience in IT Service Desk / Technical Support
• Proven experience in Spanish language support
• ITIL Foundation certification preferred
• Graduate in IT/Computer Science or related field

Key Metrics (KPIs)

• SLA compliance (response and resolution)
• First Call Resolution (FCR)
• Customer Satisfaction (CSAT)
• Ticket backlog and aging
• Quality audit scores

Tools \& Platforms

• ServiceNow (Incident, Request, Knowledge modules)
• Remote desktop / support tools
• MS Teams, Outlook, and other collaboration tools

Career Progression

• Senior Service Desk Analyst
• SME / Language Specialist
• Service Desk Lead roles