Service Desk Analyst – Bilingual Spanish/English (Hybrid)

About the role

Hirexa Solutions UK is seeking a bilingual Service Desk Analyst to provide first‑line IT support on a hybrid schedule in Chester. You will work within a shift‑based service desk, handling incidents and service requests while ensuring service level agreements are met.

Key responsibilities

• Receive, log and classify incidents and service requests using agreed procedures.
• Troubleshoot and resolve IT‑related problems as first‑line support.
• Allocate and monitor tickets, ensuring they are assigned to the appropriate teams.
• Maintain incident records, cataloguing symptoms and resolutions.
• Coordinate cross‑team tickets to achieve customer satisfaction.
• Monitor queues to uphold SLA commitments.

Required profile

• Fluent in both Spanish and English with strong verbal and written communication skills.
• Proven experience in a technical service desk environment.
• Ability to prioritize multiple tasks and work under pressure.
• Team‑oriented mindset with a willingness to share knowledge.
• Commitment to follow established service desk processes.

Required skills

• ServiceNow platform experience.
• Solid background in IT service desk and first‑line support.
• Effective troubleshooting of hardware, software and application issues.