**Description:** ---------------- At **eXperience IT Solutions**, we are a technology company specializing in IT services, digital solutions, and technology talent management. We support major organizations in their digital transformation processes by providing specialized professionals and innovative solutions. We are currently seeking a **Level 1 (N1\) Service Desk Agent** to deliver first-level technical support to end users, acting as the single point of contact (SPOC) for incident and service request management. The selected candidate will be responsible for initial diagnosis, resolution of standard incidents, and escalation when required, ensuring SLA compliance and high-quality user support. ***What do we offer?*** * Join a growing technology company. * A stable project within a high-level corporate environment. * Integration into a corporate Service Desk team. * Professional development in IT support projects. * Work mode: On-site. Location: Cornellà (Barcelona) ***What will be your mission?*** * User assistance via phone, email, chat, and self-service portal. * Registration, classification, and prioritization of incidents and requests in the ITSM tool. * Diagnosis and resolution of Level 1 incidents. * Escalation of incidents to Level 2/Level 3 teams as appropriate. * Ticket tracking and continuous communication with the user. * Documentation of actions and updating of the knowledge base. * Adherence to operational procedures and SLAs. **Requirements:** --------------- * Prior experience in Service Desk, Help Desk, or end-user technical support. * Knowledge of Windows and Microsoft 365\. * Basic knowledge of ITSM tools. * Ability to diagnose and resolve Level 1 incidents. * Strong communication skills and customer orientation. * Ability to manage multiple incidents and work collaboratively. ***Especially valued:*** * ITIL Foundation certification. * Experience in corporate environments. * Knowledge of Active Directory, Azure AD, and identity management. * Experience supporting mobile devices and collaboration tools. * Familiarity with remote access tools. * Technical English proficiency. *Our commitment is to foster workplaces where people are treated with respect and dignity, always promoting the professional development of all employees. We guarantee equal opportunities throughout recruitment, training, and promotion processes, offering a work environment free from any form of discrimination based on gender, age, disability, sexual orientation, gender identity or expression, marital status, or personal or social circumstances.* *This opportunity is open to all individuals meeting the position requirements. Candidates holding a disability certificate of 33% or higher, as defined by the General Law on the Rights of Persons with Disabilities (LGD), will be especially valued.*
David Muñoz
Indeed · HR
David Muñoz
Indeed · HR
