Trigyn has a contractual opportunity for a Service Desk Technician. This resource will be working at our client site in Valencia, Spain.
Required Profile:
Technical profiles are required with Service Desk ticketing experience and monitoring tools knowledge, the Service Desk technician will be under the close supervision of the Team Leader and will report to the Service Desk Head of Unit.
Scope of Work / Duties of Consultant:
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.
Service Desk operators are required to work on a rotation basis, to cover the 24/7 operations, including holidays, nights and weekends based on an eight-hour shift during weekdays and holidays,



and a 12-hour shift during weekends.
Responsibilities may include part or all of the following:
- End-to-end management of support requests, incidents and event-generated incidents in the ITSM system and follow-up throughout the incident life cycle.
- Analysing and resolving incidents according to established operational procedures.
- Escalating incidents when necessary and identifying and employing measures to prevent reoccurrence.
- Managing support requests until closure.
- Monitoring of the ICT infrastructure through the use of various monitoring technologies.
- Informing customers of outages, known errors and resolution progress.
- Assisting in developing or improving technical service policies or technical documentation.
- Assisting in updating the technical information database, the Service Desk knowledge base, Service Desk workflow and procedures.
- Producing technical documentation or

📌 Service Desk Technician (Valencia)
🏢 Trigyn Technologies
📍 Valencia