Service Desk Analyst – Hebrew Language Support

About the role

We are seeking a Service Desk Analyst who will provide first‑level IT support to global users in Hebrew. The position is fully remote and focuses on delivering prompt, courteous assistance through multiple channels while meeting service level agreements.

Key responsibilities

• Provide L1 technical support in Hebrew via phone, email, chat, and ticketing systems.
• Diagnose and resolve issues related to Windows OS, Microsoft 365 suite, Active Directory, VPN/remote access, printers, peripherals, and basic network connectivity.
• Log, categorize, prioritize, and track incidents in ServiceNow or similar ITSM tools.
• Escalate unresolved problems to appropriate resolver groups following defined procedures.
• Maintain accurate ticket documentation with troubleshooting steps and resolutions.
• Meet agreed SLA, productivity, and quality targets while ensuring high customer satisfaction.
• Participate in shift handovers and knowledge‑sharing activities.

Required profile

• Native or business‑level proficiency in Hebrew (read, write, speak).
• Strong verbal and written communication skills in Hebrew.
• Customer‑service orientation with the 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 usage