ph3JOB DESCRIPTION /h3 pProvide first-line technical support to Alter Domus users as part of a general, 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. /p pWorking 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. /p h3Key Responsibilities /h3 ul liHandle incoming tickets (Service portal, calls, chats, emails) in line with SLA targets /li liLog, categorize, and prioritize tickets accurately in ITSM tool (Jira Service Management) /li liResolve L1 incidents and fulfil standard service requests /li liPerform initial triage and elevate unresolved issues to L2/L3 teams /li liDeliver high-quality customer service and maintain strong communication /li liProvide regular updates to users on ticket status /li liEnsure First Contact Resolution (FCR) wherever possible /li liFollow ITIL-based Incident, Request, and Knowledge Management processes /li liMaintain accurate ticket documentation and audit trails /li liAdhere to shift schedules and coverage requirements (24x5 / 24x7 as applicable) /li liUse existing knowledge base to resolve incidents /li liContribute to knowledge article creation and updates /li liAdapt current AI/Automation solutions and identify any additional automation opportunities /li /ul h3Education Experience /h3 ul liDegree in Computer Science, Information Technology, or related field (or equivalent experience)



/li li1–3 years of experience in IT Service Desk / Technical Support /li liITIL Foundation certification (preferred but not mandatory) /li liExperience with ITSM and ITIL framework /li liStrong communication and customer service skills /li liAbility to work in a fast-paced, global environment /li liGlobal ITSM Tools: Experience with ServiceNow, Jira Service Management, or similar enterprise platforms /li /ul h3What We Offer /h3 pWe 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. /p ul liSupport for professional accreditations such as ACCA and study leave /li liFlexible arrangements, generous holidays, plus an additional day off for your birthday /li liContinuous mentoring along your career progression /li liActive sports, events and social committees across our offices /li li24/7 support available from our Employee Assistance Program /li liThe opportunity to invest in our growth and success through our Employee Share Plan /li /ul h3Equity in every sense of the word /h3 pWe 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. /p pWe 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. /p /p #J-18808-Ljbffr

📌 Service Desk Agent (Madrid)
🏢 Alter Domus
📍 Madrid