If you’re looking to optimize your service desk operations for your entire user base, then one often untapped place to do that is by implementing service desk resources and staff for your Spanish-speaking user base. This is especially important for the transportation industry – one of our main clients – because more and more drivers speak Spanish as their first language, not English.

In this blog, we outline the six questions to ask your team in order to ascertain whether now is the right time to start implementing a bilingual IT Service Desk.

Question 1: What are our end user demographics?

The first question is simple: what are our end user demographics? How many of your end users are in North America versus in other regions? How many speak English as their first language, and how many speak English as their second language? Knowing the answers to these questions may require an end user survey, so be prepared. But once you have this data, you’ll have a good sense of the possible demand just based on demographics.

We’ve seen this at play in transportation companies, who have a growing Spanish language driver base. Reaching these drivers in their own language might boost retention, serve as an employment differentiator, and improve FCRR and end user satisfaction.

Question 2: How many users would prefer to get their IT support in Spanish?

The third question naturally follows from the second: how many end users would prefer to get their IT support in Spanish? If you have a large Spanish-speaking user base, but most are fine getting their support in English, then the demand is low even if the potential demand is high. Yet if the converse is true, and the high base is met by a high demand for Spanish-language service desk help, then you’d do well to hire agents who can help meet the need.

Question 3: How complex are the issues we need to resolve?

The third question is: how complex are the issues we need to resolve? Answering this question will help you determine the urgency of the need as well as the type of changes you might need to make.

When you answer this question, if the answer is…

The issues are generally simple and easily trainable. If this is the case, you may not need a Spanish language service desk agent – at least not yet. End users can likely easily understand instructions and your English-language team is enough.

The issues are complex. If the issues that need Spanish-language service are complex (either in difficulty or in steps) then it’s going to be important to have Spanish-language agents at the ready who can help.

Question 4: What is the end user satisfaction for Spanish-speaking users?

Another question which may help is to ask about the end user satisfaction for your Spanish-language end users. Are they satisfied with the service they’re being offered?

As an example, one of our clients needed hyper care support in English, Spanish, and Portuguese… and found their existing outsourced team wasn’t up to the challenge. The end users – many of whom were executives in their respective regions – didn’t appreciate the quality of service being provided.

If that describes your situation, then you would do well to hire Spanish language agents who can work remotely and deliver hyper care support for these end users.

Question 5: What time frames do we need help for?

The fifth question determines in house vs outsourced: what time frames do we need help for? This question is important because it’s one thing to hire a Spanish-speaking or bilingual service desk agent for the day shift, but quite another to have someone on staff for random calls during 2nd or 3rd shift. If your need comes mostly in the “off hours”, then your best choice is hiring an outsourced firm – like Aptude – who can deliver 24/7/365 Spanish language agents at a fraction of the cost of hiring someone full-time for the role for those premium hours.

Question 6: Could we use this as a way to get more Spanish-speaking employees or customers?

A final question to ask involves HR. This question is: could we use a Spanish-language service desk as a way to attract or retain new employees or customers? If the answer is YES, then it’s definitely time to address the need for Spanish language agents. Once you have the team in place, you can work with HR or sales to highlight this benefit and make getting Spanish-speaking help easy to obtain via web ticket, chat, phone, or email.

Yes, Aptude Can Do That.

For over 20 years, Aptude has helped companies better manage their IT Support, ITSM, and legacy application support. ITIL-based support teams can ramp up in a myriad of models in as little as 2-3 weeks and will touch base as often as you need to discuss metrics and review feedback in an iterative process.

Get Tier 1 through Tier 4 IT Service Desk Agents who can help with…

ITIL® IT Support, including incidents and requests processing for a variety of applications

IT and Non-IT related Service Desk Initiatives Support via multiple languages including: English, Spanish, or Portuguese

Production Support and Application Maintenance – corrective maintenance, bug fixes, production support, and coordination among Levels (internally or externally)

Production Enhancements – adding new functionality such as integrations, interfaces, applications, and reports


*ITIL® is a registered trade mark of AXELOS Limited.