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Provide 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.
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
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- 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
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- 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
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📌 Service Desk Agent (Madrid)
🏢 Alter Domus
📍 Madrid
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