Service Desk Analyst (Hebrew Support)

About the role

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

Key responsibilities

• Deliver L1 technical support in Hebrew through calls, emails, chats and web tickets.
• Diagnose and resolve issues related to hardware, software, network and applications.
• Log, categorize, prioritize and track incidents using ServiceNow.
• Troubleshoot Windows OS, Microsoft 365 suite, Active Directory, VPN/remote access, printing devices and basic network connectivity.
• 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 professional customer interactions.
• 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 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