Service Desk Agent

ABOUT US:

As a world leading provider of integrated solutions for the alternative investment industry, Alter Domus (meaning “The Other House” in Latin) is proud to be home to 90% of the top 30 asset managers in the private markets, and more than 6,000 professionals across 24 jurisdictions. 

With a deep understanding of what it takes to succeed in alternatives, we believe in being different - in what we do, in how we work and most importantly in how we enable and develop our people. Invest yourself in the alternative, and join an organization where you progress on merit, where you can speak openly with whoever you are speaking to, and where you will be supported along whichever path you choose to take. 

Find out more about life at Alter Domus at careers.alterdomus.com  

JOB DESCRIPTION:

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. 

Key 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 fulfil 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 
• Adapt current AI/Automation solutions and identify any additional automation opportunities. 

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) 

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:

We are committed to supporting your development, advancing your career, and providing benefits that matter to you. 

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. 

Our global benefits also include:

• Support for professional accreditations such as ACCA and study leave 
• 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 

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. 

We celebrate our differences, and understand that our success relies on diverse perspectives and experiences, working towards shared goals and a common purpose. We take pride in creating a workplace where all our people are empowered to be truly invested in the alternative and bring their whole selves to work.

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 Privacy notice can be reviewed via Alter Domus webpage: https://alterdomus.com/privacy-notice/)

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