Service Desk / Remote Support Analyst

Role Overview: Join Alter Domus, a world-leading provider of integrated solutions for the alternative investment industry, where you will be part of a global Service Desk team providing first-line technical support to users across multiple time zones. As an Officer reporting to the Service Desk Manager, you will play a crucial role in delivering high-quality IT support and ensuring a seamless user experience. Key Responsibilities: - Handle incoming tickets from various channels such as service portal, calls, chats, and emails within SLA targets - Log, categorize, and prioritize tickets accurately using ITSM tool (Jira Service Management) - Resolve L1 incidents and fulfill standard service requests - Deliver exceptional customer service and maintain effective communication - Follow ITIL-based Incident, Request, and Knowledge Management processes - Adhere to shift schedules and coverage requirements, potentially working on a 24x5 or 24x7 basis - Identify automation opportunities and adapt AI solutions for improved efficiency Qualifications Required: - Degree in Computer Science, Information Technology, or related field (or equivalent experience) - 13 years of experience in IT Service Desk / Technical Support - ITIL Foundation certification (preferred but not mandatory) - Experience with ITSM and ITIL framework - Strong communication and customer service skills - Proficiency in Microsoft Technologies such as Windows 10/11, Windows Server, Office 365/Microsoft 365 - Familiarity with global ITSM Tools like ServiceNow, Jira Service Management, or similar platforms - Knowledge of remote support tools like TeamViewer, Bomgar, LogMeIn, etc. Additional Company Details: Alter Domus is committed to supporting your career development with resources from the Alter Domus Academy, professional accreditations support, flexible arrangements, generous holidays, and various employee benefits. The company values diversity, inclusion, and equal opportunity for all employees, aiming to create an inclusive culture where everyone feels they belong. Accommodations for accessibility during the recruitment process are available upon request. Role Overview: Join Alter Domus, a world-leading provider of integrated solutions for the alternative investment industry, where you will be part of a global Service Desk team providing first-line technical support to users across multiple time zones. As an Officer reporting to the Service Desk Manager, you will play a crucial role in delivering high-quality IT support and ensuring a seamless user experience. Key Responsibilities: - Handle incoming tickets from various channels such as service portal, calls, chats, and emails within SLA targets - Log, categorize, and prioritize tickets accurately using ITSM tool (Jira Service Management) - Resolve L1 incidents and fulfill standard service requests - Deliver exceptional customer service and maintain effective communication - Follow ITIL-based Incident, Request, and Knowledge Management processes - Adhere to shift schedules and coverage requirements, potentially working on a 24x5 or 24x7 basis - Identify automation opportunities and adapt AI solutions for improved efficiency Qualifications Required: - Degree in Computer Science, Information Technology, or related field (or equivalent experience) - 13 years of experience in IT Service Desk / Technical Support - ITIL Foundation certification (preferred but not mandatory) - Experience with ITSM and ITIL framework - Strong communication and customer service skills - Proficiency in Microsoft Technologies such as Windows 10/11, Windows Server, Office 365/Microsoft 365 - Familiarity with global ITSM Tools like ServiceNow, Jira Service Management, or similar platforms - Knowledge of remote support tools like TeamViewer, Bomgar, LogMeIn, etc. Additional Company Details: Alter Domus is committed to supporting your career development with resources from the Alter Domus Academy, professional accreditations support, flexible arrangements, generous holidays, and various employee benefits. The company values diversity, inclusion, and equal opportunity for all employees, aiming to create an inclusive culture where everyone feels they belong. Accommodations for accessibility during the recruitment process are available upon request.