Service Desk Agent

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

JOB DESCRIPTION

Provide first-line technical support to Alter Domus users as part of a global, multi-site Service Desk operating across multiple time zones. This role focuses on delivering consistent, high-quality IT support to a geographically diverse user base by resolving incidents and fulfilling service requests in line with defined service levels.

Working under the guidance of the Service Desk Manager, the Officer contributes to maintaining reliable and efficient IT service delivery by combining technical troubleshooting skills with strong customer service, ensuring a seamless user experience across global operations.

Key Responsibilities

• Handle incoming tickets (Service portal, calls, chats, emails) in line with SLA targets
• Log, categorize, and prioritize tickets accurately in ITSM tool (Jira Service Management)
• Resolve L1 incidents and fulfil standard service requests
• Perform initial triage and elevate 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

Education & Experience

• 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

What We Offer

We are committed to supporting your development, advancing your career, and providing benefits that matter to you. Our industry-leading Alter Domus Academy offers six learning zones for every stage of your career, with resources tailored to your ambitions and resources from LinkedIn Learning.

• Support for professional accreditations such as ACCA and study leave
• Flexible arrangements, generous holidays, plus an additional day off for your birthday
• Continuous mentoring along your career progression
• Active sports, events and social committees across our offices
• 24/7 support available from our Employee Assistance Program
• The opportunity to invest in our growth and success through our Employee Share Plan

Equity in every sense of the word

We are in the business of equity, in every sense of the word. For us, this means taking action to ensure every colleague has equal opportunity, valuing every voice and experience across our organisation, maintaining an inclusive culture where you can bring your whole self to work, and making Alter Domus a workplace where everyone feels they belong.

We celebrate our differences, and understand that our success relies on diverse perspectives and experiences, working towards shared goals and a common purpose. We take pride in creating a workplace where all our people are empowered to be truly invested in the alternative and bring their whole selves to work.