Bilingual Help Desk Analyst

Overview SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer opportunities for talent to grow, make an impact, and shape the future of technology. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global. The role Bilingual Help Desk Analyst Scope: Full-time | On site What Makes This Opportunity Unique As a Helpdesk Support Analyst, you will be part of a fast-paced, dynamic team, focused on providing exceptional technical support and contributing to the smooth operation of our systems. This role offers an exciting opportunity to work in a company that values career growth, personal development, and teamwork. You\'ll be at the forefront of our commitment to delivering top-tier customer service, helping our teams work efficiently while gaining valuable experience in the IT support space. Key Responsibilities Provide timely and high-quality technical support to internal users, resolving hardware, software, and system-related issues. Manage incoming support requests, prioritize tasks, and follow up to ensure prompt resolution of issues. Fix and diagnose issues related to operating systems, hardware devices, network connectivity, and software applications. Respond to helpdesk tickets via email, phone, or chat, offering solutions and advancing issues to higher-level support when necessary. Assist with system maintenance tasks and software installations as required. Maintain accurate documentation of support activities, including steps to resolve issues, solutions, and user guides. Collaborate with IT and other groups to ensure smooth IT operations and identify areas for improvement. Maintain an efficient support environment by adhering to standard methodologies for all helpdesk processes. Profile Requirements Technician, Technologist, or Professional in Systems Engineering, Electronic Engineering, Software Engineering, or related fields. Previous experience in a helpdesk or technical support role, providing on-site or remote assistance. Proficient in operating systems (Windows, macOS, Linux) and resolving hardware difficulties. Required Skills Proficiency in resolving hardware and software issues, including printers, VPN connections, and network-related problems. Familiarity with ticketing systems and incident management tools (e.g., ServiceNow, JIRA, or similar). Superb communication skills, with the ability to explain technical issues to non-technical users. Strong problem-solving skills and the ability to manage multiple tasks simultaneously. Ability to work under stress, prioritize tasks, and ensure timely resolution of support requests. English Level: B2+ Preferred Skills Experience with ITIL frameworks and standard processes for incident management. Familiarity with cloud-based platforms (e.g., Office 365, AWS) and remote support tools (e.g., TeamViewer, Remote Desktop). Certifications such as CompTIA A+, ITIL Foundation, or similar are a plus. Benefits A thoughtful culture with lived things we value for an appreciative and encouraging work environment. Opportunity to develop your potential in a personalized way and according to your objectives within the role. Health policy for you and preferential rate for your family. 100% disability payment. Economic incentive program for employee referrals for active positions. You will be part of one of the most driven Employee Funds in the industry where you will have access to savings, credits and special agreements with allied brands. Spaces for leisure, celebrations and recreation for your physical and mental health. Disclaimer This job posting is for future opportunities and is not intended for immediate hiring. We are always looking for dedicated individuals to join our team and encourage you to submit your application. By applying, you consent to having your information stored in our talent pool for potential future openings that match your skills and experience. We appreciate your interest and will reach out if a suitable position becomes available. Job Function Software & Cloud Accommodations SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR. At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program. #J-18808-Ljbffr