IT Service Desk Administrator (Spanish Speaker)

About the role

We are looking for an IT Service Desk Administrator who is fluent in Spanish and English to join Orica’s Global Business Services team in Pasig City. Working in a hybrid setting, you will be the first point of contact for end‑users, delivering prompt technical assistance and ensuring issues are resolved efficiently.

Key responsibilities

• Receive and log incidents and service requests through ITSM tools, prioritising them according to SLA targets.
• Provide first‑contact resolution whenever possible and escalate complex cases to senior staff.
• Maintain accurate records of all actions taken and generate regular reports on service performance.
• Guide users to self‑service resources and update the knowledge base with clear, up‑to‑date articles.
• Perform bilingual support using translation tools, conduct quality checks on Spanish tickets and act as an escalation point for cross‑regional queries.
• Collaborate with other support teams, participate in team meetings and training sessions, and contribute to continuous improvement initiatives.

Required profile

• Bilingual proficiency in Spanish and English.
• Strong customer‑focused attitude with the ability to communicate technical information clearly.
• Experience handling incident and service request workflows in an IT service desk environment.

Required skills

• ITSM tools (e.g., ServiceNow, Remedy).
• Incident management and service request handling.
• Knowledge‑base maintenance.
• Use of translation tools for bilingual support.