Helpdesk Analyst (French or Spanish Speaker)

About the role

We are seeking a proactive Helpdesk Analyst to join Inetum’s multilingual Service Desk. The role provides first‑line IT support to users across an international environment, handling incidents and service requests in French or Spanish.

Key responsibilities

• Receive and log support requests via phone, ticketing system and chat.
• Diagnose and resolve common Microsoft 365, Windows and connectivity issues.
• Escalate complex incidents to specialised teams while maintaining communication with users.
• Track ticket progress, update status and ensure SLA compliance.
• Document troubleshooting steps and contribute to the knowledge base.
• Identify process improvements and support continuous service quality.

Required profile

• Fluent French or Spanish (C1/C2 level).
• 1–2 years of experience in a Helpdesk, Service Desk or technical support role.
• Strong communication and customer‑service orientation.
• Ability to work in a fast‑paced, multicultural environment.

Required skills

• Experience with ticketing tools such as Jira, ServiceNow or Remedy.
• Good knowledge of Microsoft 365 applications and Windows operating systems.
• Understanding of IT Service Management (ITSM) processes.
• Familiarity with remote support tools and user account management.

What we offer

• International and multicultural work environment.
• Professional development and ongoing training.
• Hybrid work model (office and remote).
• Full‑time permanent position.