Global IT Service Desk Agent (L1) – Fast, Friendly Support

Alter Domus; Madrid; Presencial; EUR 26.000 - 40.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

ACCA study leave

Flexible holidays and a day off for生日

Career mentoring

Descripción de la vacante

Alter Domus is seeking an IT Service Desk Officer to provide first-line technical support to users across multiple time zones, ensuring high-quality incident resolution and service requests in line with SLAs.

Under the Service Desk Manager, you will contribute to reliable IT service delivery, combining troubleshooting with customer service to deliver a seamless user experience across global operations.

Formación

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• 1–3 years of experience in IT Service Desk / Technical Support.
• ITIL Foundation certification (preferred but not mandatory).
• Experience with ITSM and ITIL framework.
• Strong communication and customer service skills.
• Ability to work in a fast-paced, global environment.
• Global ITSM Tools: Experience with ServiceNow, Jira Service Management, or similar enterprise platforms.

Responsabilidades

• Handle incoming tickets (portal, calls, chats, emails) in line with SLA targets.
• Log, categorize, and prioritize tickets in ITSM tool (Jira Service Management)
• Resolve L1 incidents and fulfil standard service requests
• Perform initial triage and escalate unresolved issues to L2/L3 teams
• Deliver high-quality customer service and maintain strong communication
• Provide regular updates to users on ticket status
• Ensure First Contact Resolution (FCR) wherever possible
• Follow ITIL-based Incident, Request, and Knowledge Management processes
• Maintain accurate ticket documentation and audit trails
• Adhere to shift schedules and coverage requirements (24x5 / 24x7 as applicable)
• Use existing knowledge base to resolve incidents
• Contribute to knowledge article creation and updates
• Adapt current AI/Automation solutions and identify any additional automation opportunities

Conocimientos

Strong communication

Customer service

Ability to work in a fast-paced global

Educación

Bachelor's degree in Computer Science / IT or related field

Herramientas

ServiceNow

Jira Service Management

Descripción del empleo

Alter Domus is seeking an IT Service Desk Officer to provide first-line technical support to users across multiple time zones, ensuring high-quality incident resolution and service requests in line with SLAs.

Under the Service Desk Manager, you will contribute to reliable IT service delivery, combining troubleshooting with customer service to deliver a seamless user experience across global operations.