hebrew language expert(L1 support)

Job Description

Job Title: Service Desk Analyst – L1 (Hebrew Support)

Location: Noida

Experience: 6 months – 5 Years

Employment Type: Full-time

Job Summary

We are seeking a Service Desk L1 Analyst with fluent Hebrew language skills to provide first-level technical support to end users. The candidate will be responsible for handling IT support requests, resolving basic technical issues, and ensuring a high level of customer satisfaction through effective communication and timely resolution.

Key Responsibilities

Provide Level 1 technical support via phone, email, and chat in Hebrew and English
Log, track, and manage incidents and service requests using ticketing tools
Diagnose and resolve basic hardware, software, and network issues
Troubleshoot issues related to:
Windows OS and standard applications
Email (Outlook / Office 365)
Password resets and account unlocks
Escalate unresolved issues to L2/L3 support teams as per defined processes
Ensure proper documentation of issues, resolutions, and follow-ups
Maintain adherence to SLA timelines and quality standards
Provide excellent customer service and communication

Required Skills & Qualifications

Fluent in Hebrew (Mandatory) – spoken and written
Basic proficiency in English for internal communication
Minimum 6 months of experience in IT Support / Helpdesk / Service Desk
Familiarity with:
Ticketing tools (e.g., ServiceNow, Remedy, Jira, etc.)
Windows OS and MS Office suite
Basic understanding of:
Networking concepts (VPN, LAN/WAN)
Active Directory (user management, password resets)
Strong problem-solving and communication skills

Preferred Skills

Exposure to ITIL processes
Experience in a multicultural or international support environment
Basic knowledge of remote support tools

Key Competencies

Customer-centric approach
Ability to work in rotational shifts (if required)
Good analytical and troubleshooting skills
Team player with a proactive attitude