zettamine labs pvt. ltd.
Website:
zettamine.com
Job details:
Hello All,
Greetings from ZettaMine!!!
Job Title: Service Desk Analyst (L1 / L1.5) – Spanish Language
Location: Mumbai
Experience Required: 5+ Years
Notice Period: Immediate Joiners
Primary & Secondary Skills:
- Service Desk Support (L1 to L1.5)
- Spanish Language Proficiency
- (Note: Coordinate with Collins for Spanish interviews)
Role Overview:
We are seeking an experienced Service Desk Analyst with strong proficiency in Spanish to provide Level 1 and Level 1.5 technical support to end-users. The role is critical in ensuring timely resolution of IT issues, delivering high-quality customer service, and maintaining operational efficiency.
Key Responsibilities:
Incident Management:
- Respond to and resolve user-reported issues via phone, email, or ticketing systems.
- Perform initial diagnosis and troubleshooting for hardware, software, and network-related issues.
- Escalate unresolved incidents to L2/L3 teams as per defined protocols.
Request Fulfillment:
- Handle service requests such as password resets, account provisioning, and application access.
- Ensure adherence to SLAs and maintain accurate documentation in ITSM tools.
Communication:
- Provide support in both Spanish and English with clear and professional communication.
- Keep users informed about ticket status and resolution progress.
Knowledge Management:
- Utilize and contribute to the knowledge base for known issues and solutions.
- Identify opportunities to improve service desk processes and efficiency.
Required Skills & Qualifications:
Language:
- Fluent in Spanish and English (both written and spoken)
Technical Skills:
- Basic understanding of Windows Operating Systems
- Proficiency in MS Office Suite and common enterprise applications
- Familiarity with ITSM tools such as ServiceNow or Remedy
Experience:
- Minimum 5+ years of experience in IT Service Desk or Technical Support roles
- Hands-on experience in L1.5 troubleshooting (advanced application support, minor configuration tasks)
Certifications (Preferred):
Soft Skills:
- Strong analytical and problem-solving skills
- Excellent communication and customer service orientation
- Ability to work effectively in a fast-paced environment and manage multiple priorities
Shift & Availability:
- Willingness to work in rotational shifts, including weekends as required
If you are interested kindly share your updated CV to aruna.m@zettamine.com or WhatsApp to 6302404863.
Thanks & regards,
Aruna.M
Click on Apply to know more.