Service Desk Analyst (Bilingual English and Spanish)



Are you an IT Professional, fluent in Spanish and English looking for an opportunity to work for an industry leading IT solutions company? Does the opportunity of working with the latest, cutting edge technology for a dynamic and ambitious IT Solutions company excite you? Then look no further…

Circle IT are a leading and award-winning IT solutions provider that specialise in providing IT support and services (including network installations, IT infrastructure, IT security, strategic consultancy and managed IT support) to a range of businesses nationally, from SMEs through to large multi-site organisations. Working in a dynamic, busy and agile working environment, we ensure quality is at the heart of our services and projects.

We are on the look-out for a customer focused bilingual Service Desk Analyst (fluency in Enlgish and Spanish) to join our growing team based in Cardiff.  Ideally, we are looking for a Service Desk Analyst with the experience as detailed below, but we would consider a recent IT related graduate who is currently based or looking to re-locate to the UK (salary relevant to skills & experience). 

Our Service Desk Analysts are responsible for supporting our customer needs and the daily management of our proactive and reactive monitoring software, which includes tasks such as call logging and troubleshooting issues, and where possible resolving support queries or diagnosing the issues. Other responsibilities include (but not limited to) allocating unresolved calls to our helpdesk, providing backup first line support to all our customers, achieved by responding to inbound telephone calls, emails and service requests. The Service Desk Analyst will also deal with any internal desktop repairs at Circle IT and assist internal employees with Circle IT’s internal IT systems as directed. Some out of hours work and travel to and from customer sites (nationally) may be required to meet business needs.

You will be required to carry out a DBS check for this position.  

What we are looking for

  • Fluent in both English & Spanish (Both verbal & written)        
  • Experience working in a technical customer service IT support role (desktop) previously
  • Experience of working in a customer services role     
  • Exposure to working within SLAs     
  • Demonstrable experience of working in a fast-paced working environment 
  • Able and happy to complete an enhanced DBS check       
  • Full and valid UK driver’s license       
  • A relevant technical qualification (desirable) 
  • A good understanding/working knowledge IT, especially in the following technologies:
  • Windows Operating Systems (7, 8.1, 10), Microsoft Office, AV Products, PC & server security, ADSL, LAN, Exchange, Active Directory      
  • A good understanding of IT support principles; e.g. desktop, networks, infrastructure   
  • Ability to use desktop software and applications- word processing, spreadsheets and graphics       
  • A basic understanding of Apple (desirable)
  • Office 365 experience (desirable)      
  • SCCM experience (desirable)      
  • Excellent customer service, communication and interpersonal skills- able to build and establish good working relationships internally and externally      
  • Good numeracy/literacy skills     
  • Excellent telephone manner and customer engagement skills      
  • Practical problem solving and negotiation skills     
  • Strong prioritisation, time management and troubleshooting skills       
  • Approach- Passionate, proactive, dynamic, enthusiastic & customer focused      
  • Eager to learn and develop and to share knowledge with others      
  • Passionate about IT and providing excellent customer service      
  • Commitment to ongoing personal professional development     
  • Strong team work ethic   
  • Work and behave in-line with Circle IT’s Values- Leadership, Support & Respect, Quality & Dedication, Passion & Innovation, Agility & Energy 

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A full job description is available by request,