Service Desk Agent

About Alter Domus

Alter Domus is a global leader providing integrated solutions for the alternative investment sector, partnering with 90% of the top 30 private market asset managers and employing over 6,000 professionals across 24 countries. We foster a culture of merit-based progression, open communication, and personalized professional support.

Role Overview

The Service Desk Agent will serve as the initial point of contact for IT support, supplying excellent first-level technical assistance to users worldwide as part of a multi-site service desk team. The position requires resolving incidents and fulfilling service requests in adherence to predetermined service levels, ensuring efficient and reliable IT service delivery under the guidance of the Service Desk Manager.

Primary Responsibilities

• Manage incoming support tickets via portal, calls, chats, and emails while meeting SLA standards.
• Accurately log, classify, and prioritize tickets using the ITSM tool Jira Service Management.
• Address and resolve Level 1 IT incidents and standard service requests promptly.
• Conduct initial issue triage and escalate unresolved matters to Level 2 or Level 3 technical teams.
• Deliver exceptional customer service maintaining clear, consistent communication with users.
• Provide frequent updates about ticket progress to stakeholders.
• Strive for First Contact Resolution wherever feasible.
• Adhere to ITIL-based frameworks for incident, request, and knowledge management.
• Keep detailed documentation and track audit trails for all tickets.
• Comply with shift patterns covering global operational hours (24x5 or 24x7).
• Utilize and contribute to existing knowledge bases to resolve incidents efficiently.
• Identify opportunities for enhancing AI/automation solutions to streamline workflows.

Qualifications & Experience

• Bachelor's degree or equivalent experience in Computer Science, Information Technology, or related fields.
• Between 1 to 3 years of hands-on experience in IT Service Desk or Technical Support roles.
• ITIL Foundation certification is preferred but not mandatory.

Skills & Competencies

• Working knowledge of IT Service Management and ITIL frameworks.
• Excellent communication and customer service abilities.
• Capacity to thrive in a dynamic, global work environment.
• Proficiency with Microsoft Technologies including Windows 10/11, Windows Server, and Microsoft 365 administration.
• Experience with enterprise ITSM tools such as ServiceNow and Jira Service Management.
• Familiarity with remote support applications like TeamViewer, Bomgar, or LogMeIn.

Employee Benefits

• Access to the comprehensive Alter Domus Academy with learning resources tailored to career advancement.
• Support towards professional qualifications including ACCA and provision for study leave.
• Flexible work arrangements and ample holiday leave including a birthday holiday.
• Mentorship programs to assist career development.
• Active participation in office sports, social committees, and wellness events.
• 24/7 Employee Assistance Program for wellbeing support.
• Opportunity to participate in the Employee Share Plan and benefit from company growth.
• Additional local perks depending on office location.

Diversity and Inclusion

Alter Domus prioritizes creating an equitable and inclusive workplace where all employees feel valued and empowered to contribute fully. We celebrate diverse experiences and perspectives as keys to our collective success and strive to maintain a welcoming recruitment and onboarding process for all candidates.

Privacy Notice

The company’s privacy practices can be reviewed on the official website.