Service Desk Technician – 24/7 Support & ITIL Excellence

Serco Group; Valencia; Remote; EUR 21,000 - 32,000; Full time

Job summary

UNICC is seeking a Service Desk Technician to support its IT operations, handling tickets, incidents, and monitoring of core infrastructure. You will work under supervision, reporting to the Service Desk Head of Unit, and participate in the 24/7 rotation schedule.

Desirable skills include knowledge of ServiceNow, monitoring tools, and strong communication. The role is contract-based for 6 months with potential extension based on performance and needs.

Qualifications

• Minimum 2 years in a Service Desk environment supporting customers.
• Experience with ServiceNow or similar ticketing tools and incident management.
• Experience with monitoring tools (SCOM, OEM, NNMi, Argos) is desirable.
• Strong English written and verbal communication skills.
• Ability to work under pressure and in a rotating shift pattern.

Responsibilities

• End-to-end management of support requests and incidents at Tier 1 level.
• Monitor ICT infrastructure and inform customers about outages and progress.
• Escalate incidents when necessary and implement preventive actions.
• Maintain and update the knowledge base and service desk procedures.
• Contribute to change and configuration management activities.

Skills

Service Desk experience

Ticketing tools

Incident & request management

Monitoring tools

English fluency

Communication skills

Problem solving

Education

Diploma or equivalent in Computer Science

Tools

ServiceNow

SCOM

OEM

NNMi

Argos

Power BI

Job description

UNICC is seeking a Service Desk Technician to support its IT operations, handling tickets, incidents, and monitoring of core infrastructure. You will work under supervision, reporting to the Service Desk Head of Unit, and participate in the 24/7 rotation schedule.

Desirable skills include knowledge of ServiceNow, monitoring tools, and strong communication. The role is contract-based for 6 months with potential extension based on performance and needs.