Service Desk Agent

About the role

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 global operations.

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 fulfill standard service requests
• Perform initial triage and escalate 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
• Audit and maintain existing AI/Automation solutions and identify any additional automation opportunities.

Requirements

• 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)

Skills & Competencies

• Key Skills & Competencies
• - Experience with ITSM and ITIL framework.
• - Strong communication and customer service skills
• - Ability to work in a fast-paced, global environment
• - Microsoft Technologies: Windows 10/11, Windows Server, Office 365/Microsoft 365 (global tenant management)
• - Global ITSM Tools: Experience with ServiceNow, Jira Service Management, or similar enterprise platforms
• - Remote Support Tools: Global remote support solutions (TeamViewer, Bomgar, LogMeIn, etc.)

What we offer

• Education & Experience
• Our industry-leading Alter Domus Academy offers six learning zones for every stage of your career, with resources tailored to your ambitions and resources from LinkedIn Learning.
• Global benefits also include:
• - Support for professional accreditations
• - Flexible arrangements, generous holidays, plus an additional day off for your birthday!
• - Continuous mentoring along your career progression
• - Active sports, events and social committees across our offices
• - 24/7 support available from our Employee Assistance Program
• - The opportunity to invest in our growth and success through our Employee Share Plan
• - Plus additional local benefits depending on your location

Benefits

• Equity in every sense of the word:
• We are in the business of equity, in every sense of the word. For us, this means taking action to ensure every colleague has equal opportunity, valuing every voice and experience across our organisation, maintaining an inclusive culture where you can bring your whole self to work, and making Alter Domus a workplace where everyone feels they belong.

Equal Opportunity Employer

We are committed to ensuring a welcoming recruiting and onboarding process for everyone. Please contact our hiring team if you require any accommodations to make our recruitment process more accessible for you. Alter Domus is an Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.