Service Desk Agent (Remote)

Serviclients; A distancia; EUR 21.000; Jornada completa

Descripción de la vacante

A leading technology company in Comunidad de Madrid is looking for a Service Desk Technician to handle incident management and resolution in a dynamic environment. Ideal candidates will have 1-2 years of experience in IT support, strong skills in ITSM tools, and a solid understanding of IT asset management. The role involves working in rotating shifts, ensuring compliance with service levels, and collaborating with various technical teams to enhance service quality.

Formación

• 1-2 years of experience in IT support.
• Proficient with ITSM tools and processes.
• Strong understanding of incident resolution and escalation.

Responsabilidades

• Participate in incident management and resolution.
• Collaborate with technical teams for service improvement.
• Generate and update documentation to reduce incidents.

Conocimientos

English proficiency level of C1

Experience in IT support (1-2 years)

Managing IT assets using CMDB tools

Experience with ITSM tools (preferably ServiceNow)

Incident diagnosis and resolution

Active Directory knowledge

Experience with monitoring tools

Educación

Superior Technician in Management of Compute Systems or similar

Herramientas

ServiceNow

M365 (Teams, Sharepoint, Exchange, Office)

Windows 10 / 11 / MacOS

Descripción del empleo

We are looking to hire a Service Desk Technician to join a dynamic and international technological environment. The selected candidate will actively participate in incident management and resolution, ensuring compliance with service levels and collaborating with various technical teams to drive continuous service improvement. This is an ideal opportunity for professionals with initial experience in IT support who are looking to strengthen their skills in ITSM tools, IT asset management, and modern corporate environments.

Requirements

• English proficiency level of C1.
• 1 – 2 years of experience in the role.
• Managing IT assets: utilizing CMDB tools efficiently.
• Experience managing ITSM tools, preferably ServiceNow.
• Ticket analysis to determine if it’s necessary to recategorize it.
• Prioritization of incidents according to the requirements indicated in the Service Levels.
• Incident diagnosis and resolution.
• Generate documentation and / or update existing procedures to reduce the number of incidents opened to Service Desk.
• Coordination with the rest of service towers for collaboration on defining the incidents solution.
• Active Directory knowledge.
• Experience with monitoring tools.
• Superior Technician in Management of Compute Systems or similar valuable.

Valuable skills

• Technical knowledge on:
• M365 (Teams, Sharepoint, Exchange, Office).
• Windows 10 / 11 / MacOS.

Work schedule

Rotating shifts 24×7. Monday 7 : 00 – Saturday 7 : 00

Compensation

SBA : 20.200€