IT Help desk support (Bilingual)

Our direct client is looking for

• Speaks fluent English and Spanish
• All work will be documented in English
• Responds to incoming interactions initiated via phone
• Translates technical information to non-technical end users
• Keep support teams, peers, and management apprised of any new support issues in a clear and timely manner.
• Works to consistently improve call handling, documentation quality, overall end-user experience, and resolution processes.
• Uses the IT Service Management tool to accurately document all incoming interactions and resolutions.
• Appropriately escalates incidents as required and monitors resolution progress until the incident is resolved to the caller's satisfaction.
• Identify and recommend system modifications to reduce user issues.
• Contributes to the department's knowledge management initiatives.
• Contributes to continual improvement initiatives.
• Perform activities for work related projects to support the company priorities.
• SQL knowledge preferred but not required