ALTEN is looking for a General Service Desk Analyst to join our international IT team based in Barcelona. As part of our Global Service Desk, you will play a key role in ensuring a high-quality support experience for employees across multiple European countries.

Responsabilities

- Act as the first point of contact for IT incidents and service requests.

- Provide first-level support for Microsoft 365, Windows devices, VPN connectivity, printers and business applications.

- Log, categorize and manage tickets through ServiceNow, ensuring compliance with agreed SLAs.

- Escalate issues to specialist teams when required, providing clear and complete handovers.

- Support user lifecycle processes, including onboarding, offboarding and access management.

- Contribute to knowledge management and continuous improvement initiatives.

- Follow established security and compliance procedures when handling user accounts and access requests.

Requirements





- Minimum 2 years of experience in an IT Service Desk, Helpdesk or Technical Support environment.

- Experience supporting users within multinational organizations.

- Strong knowledge of Windows 11, Microsoft 365 and Active Directory / Entra ID.

- Familiarity with networking fundamentals, including VPN, DNS and Wi-Fi troubleshooting.

- Experience working with ITSM tools, preferably ServiceNow.

- Knowledge of ITIL principles is desirable.

- Strong communication skills and a customer-focused mindset.

- Fluid in Spanish, English and Italian

Location

- Barcelona

- Hybrid working model: 3 days in the office, 2 days remote

If you are looking to join an international environment where collaboration, ownership and continuous improvement are valued, we would be pleased to hear from you.

📌 Global Service Desk Analyst (Barcelona)
🏢 Alten Spain
📍 Barcelona