ABOUT US:

As a world leading provider of integrated solutions for the alternative investment industry, Alter Domus (meaning “The Other House” in Latin) is proud to be home to 90% of the top 30 asset managers in the private markets, and more than 6,000 professionals across 24 jurisdictions.

With a deep understanding of what it takes to succeed in alternatives, we believe in being different - in what we do, in how we work and most importantly in how we enable and develop our people. Invest yourself in the alternative, and join an organization where you progress on merit, where you can speak openly with whoever you are speaking to, and where you will be supported along whichever path you choose to take.

Find out more about life at Alter Domus at careers.alterdomus.com

JOB DESCRIPTION:

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
- 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 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 proc

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