Junior Service Desk Technician

Description

DESCRIPTION We are seeking a **Junior Service Desk Technician** at **AVOS Tech**, part of the **Prosegur Group**, to manage incidents and requests registered in Jira and ensure their proper assignment to responsible teams. You will serve as the coordination point between end users, clients, and technical teams, keeping ticket information up to date and facilitating tracking until closure. We are looking for an organized, solution-oriented individual with interest in developing their career in IT operations and services. **Location:** Madrid, Spain **Work Model:** Hybrid **Contract Type:** Permanent **Key Responsibilities** * Manage incidents and requests received via Jira, verifying that each ticket contains the necessary information to initiate processing. * Classify tickets by type, priority, and impact, applying criteria defined for each service or client. * Assign and route incidents to responsible development, support, systems, or architecture teams for analysis and resolution. * Request additional information, evidence, or documentation from users when a request is incomplete or insufficient to proceed. * Monitor open tickets, checking their progress and identifying blocked, delayed, or pending-response incidents. * Keep ticket statuses, assignees, comments, and dates updated to ensure full traceability throughout the process. * Communicate progress updates, information requests, and resolutions provided by technical teams to users and clients. * Escalate urgent, critical, or time-bound incidents nearing agreed SLA deadlines, enabling timely attention by relevant stakeholders. REQUIREMENTS **Requirements** * Hold a Higher Vocational Training Certificate (Ciclo Formativo de Grado Superior) related to IT, application development, system administration, or an equivalent specialization. * Understand the incident lifecycle: registration, review, classification, prioritization, assignment, tracking, escalation, and closure. * Possess basic knowledge of Jira, Jira Service Management, or similar ticketing tools. * Be able to review information, identify incomplete data, and collect necessary evidence to support technical teams’ work. * Communicate clearly, professionally, and in a structured manner with users, clients, and technical personnel. * Work in an organized manner, maintaining control and simultaneous tracking of multiple requests. * Demonstrate attention to detail to accurately update statuses, comments, assignees, and associated documentation for each ticket. * Show service orientation, willingness to learn, and ability to collaborate across diverse teams. * Have basic knowledge of IT support, service management, or ITIL best practices. * Prior professional experience is not required. \#LI\-JH1 \#AVOSTechJobs \#Hybrid