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 customer satisfaction and meeting SLA commitments.

Key responsibilities

• Provide L1 technical support to end users in Hebrew through calls, emails, chats, and web tickets.
• Diagnose and resolve hardware, software, network, and application‑related issues.
• Log, categorize, prioritize, and track incidents in ITSM tools such as ServiceNow.
• Troubleshoot Windows OS, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Active Directory (password reset, account unlock), VPN and remote access, printing and peripheral devices, and basic network connectivity.
• Escalate unresolved issues to appropriate resolver groups following defined procedures.
• Ensure all tickets are updated with troubleshooting steps and resolution details.
• Meet agreed Service Level Agreements (SLAs), productivity, and quality targets.
• Maintain a high level of customer satisfaction and professionalism.
• Participate in shift handovers and knowledge‑sharing activities.

Required profile

• Native or business‑level proficiency in Hebrew.
• Good verbal and written communication skills in Hebrew.
• Strong customer‑service orientation.
• Basic understanding of IT infrastructure and troubleshooting concepts.
• Ability to multitask and work in a fast‑paced support environment.

Required skills

• Hebrew language proficiency
• Windows Operating System
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Active Directory (password reset, account unlock)
• VPN and remote‑access technologies
• Printing and peripheral device troubleshooting
• Basic network connectivity concepts
• ServiceNow or similar ITSM tool