Technical profiles are required with Service Desk ticketing experience and knowledge of monitoring tools. The Service Desk technician will be under the close supervision of the Team Leader and will report to the Service Desk Head of Unit.

The Service Desk is Responsible for the full cycle management of service requests and incidents, collecting, recording, and resolving technical issues at the Tier 1 level, and escalating higher complexity incidents as needed. It is also responsible for the monitoring of the corporate ICT infrastructure. In addition, the Service Desk performs support duties at various levels for the following IT processes: Major Incident, Problem, Change and Configuration Management

Required Technical Skills:

The resource
MUST
have the following skills and experience:
- A minimum of 2 years of experience in a Service Desk environment, supporting customers, and the following functional and technical skills:
- Knowledge of ServiceNow or other ticketing tools.
- Incident, Request Management and escalation
- Knowledge of one or more Operational Monitoring Tools – SCOM,



OEM, NNMi, Argos.
- Alert troubleshooting and ticket escalation.
- Language fluency in English is required (verbal and written).
- Excellent telephone manners, and interpersonal skills.
- Ability to work under pressure
- Excellent problem-solving abilities

The resource
SHOULD
have knowledge of the following:
- Active Directory On-Prem - User creation and administration; Security groups, distribution lists, service accounts, and mailbox creation and modification.
- Azure AD - User administration; MFA device registration; MS licensed software assignment.
- Virtual Infrastructure - Virtual Machine builds and modification, Snapshots.
- Symantec VIP or the MFA software administration
- Networking: Basic Concepts; DHCP & DNS management
- Avamar or other backup and restore tools
- Microsoft Certificate Authority - Managing certificate creation and renewals.
- Linux and Windows Server trouble

📌 Servicedesk Analyst (Valencia)
🏢 Thrive IT Systems
📍 Valencia