Service Desk Agent

About the role

Join Alter Domus as a Service Desk Agent and provide first‑line technical support to a global user base. You will work within a multi‑site Service Desk, handling incidents and service requests across multiple time zones while ensuring a seamless user experience.

Key responsibilities

• Receive and log tickets via portal, phone, chat or email, adhering to SLA targets.
• Diagnose and resolve L1 incidents and standard service requests.
• Escalate unresolved issues to L2/L3 teams after initial triage.
• Maintain clear communication with users, providing status updates and aiming for first‑contact resolution.
• Follow ITIL‑based Incident, Request and Knowledge Management processes.
• Document tickets accurately and contribute to knowledge‑base articles.
• Participate in shift schedules (24x5/24x7 as required) and identify automation opportunities.

Required profile

• Degree in Computer Science, IT or related field, or equivalent experience.
• 1–3 years of experience in an IT Service Desk or technical support environment.
• ITIL Foundation certification preferred but not mandatory.

Required skills

• Microsoft Windows 10/11 and Windows Server.
• Office 365 / Microsoft 365 tenant management.
• Experience with ITSM platforms such as ServiceNow or Jira Service Management.
• Remote support tools like TeamViewer and Bomgar.
• Familiarity with ITIL processes.