JOB DESCRIPTION
Provide first-line technical support to Alter Domus users as part of a global, 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 general 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 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

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

Strong communication and customer service skills

Ability to work in a fast-paced, global environment

Global ITSM Tools: Experience with ServiceNow, Jira Service

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