Service Desk Analyst – Hebrew Support

About the role

We are seeking a customer‑focused Service Desk Analyst to provide first‑level IT support in Hebrew to global users. The role involves handling incidents and service requests via phone, email, chat and ticketing tools while maintaining high satisfaction and meeting SLA commitments.

Key responsibilities

• Provide L1 technical support in Hebrew through calls, emails, chats and web tickets.
• Diagnose and resolve hardware, software, network and application issues.
• Log, categorize, prioritize and track incidents in ServiceNow.
• Troubleshoot Windows OS, Microsoft 365 suite, Active Directory, VPN/remote access, printing devices and basic network connectivity.
• Escalate unresolved issues to appropriate resolver groups following defined procedures.
• Maintain detailed ticket updates with troubleshooting steps and resolutions.
• Meet agreed SLA, productivity and quality targets.
• Participate in shift handovers and knowledge‑sharing activities.

Required profile

• Native or business‑level proficiency in Hebrew.
• Strong verbal and written communication skills in Hebrew.
• Customer‑service orientation with ability to multitask in a fast‑paced environment.
• Basic understanding of IT infrastructure and troubleshooting concepts.

Required skills

• Windows operating system.
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Active Directory (password reset, account unlock).
• VPN and remote access technologies.
• Printing and peripheral device support.
• Basic network connectivity troubleshooting.
• ServiceNow or similar ITSM tool.