Found Description
JOB DESCRIPTIONProvide 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.Key ResponsibilitiesHandle incoming tickets (Service portal, calls, chats, emails) in line with SLA targetsLog, categorize, and prioritize tickets accurately in ITSM tool (Jira Service Management)Resolve L1 incidents and fulfil standard service requestsPerform initial triage and elevate unresolved issues to L2/L3 teamsDeliver high-quality customer service and maintain s...