Service Desk Specialist

Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A ServiceNow-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider. A “Great Place To Work® Certified™” company, Prodapt employs over 5,000 technology and domain experts across the Americas, Europe, India, Africa, & Japan. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally.We are seeking a highly motivated, customer-centric Bilingual Service Desk Specialist (Spanish/English) to join our technical support team. In this entry-level role, you will serve as the primary point of contact for end-users experiencing technical difficulties. You will handle basic hardware, software, and network troubleshooting while ensuring an exceptional level of customer service.Key ResponsibilitiesFirst-Line Support: Act as the initial point of contact for technical assistance requests arriving via phone queues, emails, and chat systems.Issue Resolution: Diagnose and troubleshoot basic Level 1 hardware and software issues involving Windows/Mac OS, Office 365, Active Directory, and basic connectivity (VPN/Wi-Fi).Ticket Management: Log, track, and document all incoming customer interactions and technical issues accurately within the ITSM ticketing system (e.g., ServiceNow).Escalation: Identify complex issues that fall outside Level 1 scope and efficiently route them to Level 2 or Level 3 support teams.SLA Compliance: Ensure all incidents and service requests are resolved or escalated within agreed-upon Service Level Agreements (SLAs).Knowledge Management: Assist in updating and maintaining internal knowledge-base (KB) articles and support procedures.Required QualificationsLanguage Proficiency: Absolute fluency in verbal and written Spanish and English (ability to comfortably troubleshoot technical problems in both languages).Experience: 6 months to 2 years of experience in an IT Help Desk, Call Center, or Customer Service technical environment (Freshers with strong communication and basic IT aptitude may be considered).Education: Associate degree in computer science or related field, or equivalent experienceTechnical Knowledge: Familiarity with Windows/Mac desktop operating systems, MS Office/O365 suites, and basic computer peripheral setup.Communication Skills: Exceptional active listening, rapport-building, and communication skills to explain technical solutions to non-technical users.Soft Skills: High sense of urgency, strong multitasking capabilities, and a structured approach to problem-solving.Work Arrangement: Must be willing and able to report to work on-site.Preferred QualificationsCertification or training in ITIL v4 FoundationPrevious experience using professional ticketing systems such as ServiceNow or Jira.Degree or diploma in Computer Science, Information Technology, or a related discipline.