Service Desk Agent with Spanish

At Kemira, the Service Desk function supports day-to-day technology needs for end-users across the organization. In Atlanta (Galleria), this role provides first line IT service desk coverage for service requests and incidents, focusing on timely troubleshooting, accurate ticket handling, and clear communication while following Kemira Global Service Desk processes and targets.

This hybrid position also supports the wider service delivery model, including potential on-call participation and backup coverage for related support roles. The work includes resolving issues remotely and, when assigned as an on-site technician, performing tasks that require physical presence and cannot be completed through remote access to IT systems.

What you’ll do

• Serve as the first point of contact for internal end-users and outsourcing providers.
• Record, analyze, categorize, and prioritize incoming tickets.
• Deliver first line support for common end-user issues such as password changes and VPN account problems.
• Conduct initial troubleshooting, investigate incidents, and determine impact and resolution or error identification.
• Assign tickets to technical operations or on-site personnel in line with the Incident Management process.
• Ensure tickets are timely addressed and resolved.
• Process, resolve, and escalate tickets in compliance with Kemira Global Service Desk processes and procedures.
• Handle ticket processing and escalations within Global Service Desk targets.
• Provide timely updates to end-users on resolution progress.
• Record user acceptance after the provided solution.
• Apply Kemira’s end-user care philosophy to support end-user satisfaction aligned with IT policy.
• Work toward maintaining that the Global Service Desk meets industry standards.
• Participate in an on-call rotation.
• Act as backup for the back-office service desk agent and on-site technicians when needed.

What you bring

• Strong English plus Spanish and/or Portuguese communication skills, both verbal and written.
• A positive customer service attitude.
• ITIL foundation certification.
• Post-secondary education (preferred) and a minimum of 2 years related experience as a Service Desk Agent.
• A+ certification (desired).

Benefits

• Opportunities for personal and professional growth.
• Employment in a stable company with an established position in the market.
• An attractive benefits package.
• A multicultural and positive working environment.

Location: Atlanta Main, US. Office: Atlanta, GA (Galleria). Hybrid work is included, and the role may include on-site activities when assigned as an on-site technician.