Service Desk Technician Jobs

Service Desk Technician

United ITs

Location:
Spain, Valencia

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Service Desk is responsible for the management of service requests and incidents, collecting, recording, and resolving technical issues at the Tier 1 level, and escalating higher complexity incidents as needed. It is also responsible for the monitoring of the corporate ICT infrastructure. In addition, the Service Desk Tier 1 Technical Team performs support duties at various levels for the following IT processes: Major Incident, Problem, Change and Configuration Management.

Job Responsibility:

Management of service requests and incidents, collecting, recording, and resolving technical issues at the Tier 1 level, and escalating higher complexity incidents as needed
Monitoring of the corporate ICT infrastructure
Performing support duties at various levels for the following IT processes: Major Incident, Problem, Change and Configuration Management
Management of support requests, incidents, and event-generated incidents in the ITSM system Service Now, and follow-up throughout the incident life cycle
Analysing and resolving incidents according to established operational procedures
Escalating incidents when necessary and identifying and employing measures to prevent reoccurrence
Managing support requests until closure
Monitoring of the ICT infrastructure through the use of various monitoring technologies
Informing customers of outages, known errors and resolution progress
Assisting in updating the technical information database, the Service Desk knowledge base, Service Desk workflow and procedures
Performing other duties as required

Requirements:

A minimum of at least 2 years of experience in a Service Desk environment, supporting customers
Working knowledge of ServiceNow or other ticketing tools
Incident and Request Management and escalation
Working knowledge of one or more Operational Monitoring Tools – SCOM, OEM, NNMi, Argos
Language fluency in English is required (verbal and written)
Excellent telephone manners, and interpersonal skills
Ability to work under pressure
Excellent problem-solving abilities
Active Directory On-Prem – User creation and administration
Security groups, distribution lists, service accounts, and mailbox creation and modification
Azure AD – User administration
MFA device registration
MS licensed software assignment
Symantec VIP or the MFA software administration
Customer facing experience and oral communication skills
Ability to write documentation & reports
Creativity/ ability to find innovative solutions
Willingness to learn on the job
Conflict management & cooperation
Ability to work under pressure
Flexibility and cooperation amongst the team

Nice to have:

ITIL certification
Diploma or equivalent in a Computer Science related area
Any other relevant IT certifications

Additional Information:

Job Posted:
December 13, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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