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Junior Service Desk Technician en España - Jobeax

Junior Service Desk Technician en España is listed on Jobeax. Browse 80,000+ vacancies available.

You'll most likely need Spanish to apply.This job was automatically translated to English, .

About the role

From AVOS Tech, a company within the Prosegur Group, we are looking for a Junior Service Desk Technician to manage incidents and requests logged in Jira and ensure their proper assignment to the responsible teams. You will be the point of coordination between users, the client, and technical teams, keeping each ticket's information up to date and facilitating follow-up through to closure. We are looking for an organized, proactive person with an interest in growing within the field of operations and IT services.

Location: Madrid, Spain

Work Model: Hybrid

Contract Type: Permanent

What you'll do

Manage incidents and requests received through Jira, reviewing that each ticket includes the necessary information to begin processing.
Classify tickets according to their type, priority, and impact, applying the criteria defined for each service or client.
Assign and forward incidents to the teams responsible for support, systems, or architecture for analysis and resolution.
Request from users the information, evidence, or additional documentation needed when a request is incomplete or cannot proceed.
Follow up on open tickets, checking their progress and identifying blocked, delayed, or pending responses.
Keep the status, assignees, comments, and dates of each incident up to date to ensure traceability throughout the entire process.
Communicate to users and clients the progress, requests for information, and resolutions provided by the technical teams.
Escalate urgent, critical, or soon-to-exceed-agreed-deadline incidents, facilitating their handling by the appropriate parties.

Requirements

Hold an Advanced Vocational Training qualification related to IT, application development, systems administration, or an equivalent specialty.
Understand the incident lifecycle: registration, review, classification, prioritization, assignment, follow-up, escalation, and closure.
Have basic knowledge of Jira, Jira Service Management, or similar ticket management tools.
Be able to review information, identify incomplete data, and gather the necessary evidence to support the technical teams' work.
Communicate clearly, professionally, and in a structured manner with users, clients, and technical profiles.
Work in an organized way, managing and tracking multiple requests simultaneously.
Pay attention to detail to keep the status, comments, assignees, and documentation associated with each ticket accurate.
Have a customer service orientation, a willingness to learn, and the ability to collaborate with teams from different areas.
Have basic knowledge of IT support, service management, or ITIL best practices.
No prior professional experience is required.

#LI-JH1 #AVOSTechJobs #Hybrid

Descripción

Desde AVOS Tech, empresa del Grupo Prosegur, buscamos un Técnico/a de Service Desk Junior para gestionar las incidencias y peticiones registradas en Jira y asegurar su correcta asignación a los equipos responsables. Serás el punto de coordinación entre los usuarios, el cliente y los equipos técnicos, manteniendo actualizada la información de cada ticket y facilitando su seguimiento hasta el cierre. Buscamos una persona organizada, resolutiva y con interés por desarrollarse en el ámbito de las operaciones y los servicios IT.

Ubicación: Madrid, España

Modalidad: Híbrida

Tipo de contrato: Indefinido

Responsabilidades clave

Gestionar las incidencias y peticiones recibidas a través de Jira, revisando que cada ticket incluya la información necesaria para iniciar su tramitación.
Clasificar los tickets según su tipología, prioridad e impacto, aplicando los criterios definidos para cada servicio o cliente.
Asignar y trasladar las incidencias a los equipos de desarrollo, soporte, sistemas o arquitectura responsables de su análisis y resolución.
Solicitar a los usuarios la información, evidencias o documentación adicional necesaria cuando una petición esté incompleta o no permita avanzar.
Realizar el seguimiento de los tickets abiertos, comprobando su evolución e identificando incidencias bloqueadas, retrasadas o pendientes de respuesta.
Mantener actualizados los estados, responsables, comentarios y fechas de cada incidencia para asegurar su trazabilidad durante todo el proceso.
Comunicar a usuarios y clientes los avances, solicitudes de información y resoluciones trasladadas por los equipos técnicos.
Escalar las incidencias urgentes, críticas o próximas a superar los tiempos acordados, facilitando su atención por parte de los responsables correspondientes.

Requisitos

Contar con un Ciclo Formativo de Grado Superior relacionado con informática, desarrollo de aplicaciones, administración de sistemas o una especialidad equivalente.
Comprender el ciclo de vida de una incidencia: registro, revisión, clasificación, priorización, asignación, seguimiento, escalado y cierre.
Disponer de conocimientos básicos de Jira, Jira Service Management o herramientas similares de gestión de tickets.
Tener capacidad para revisar información, detectar datos incompletos y recopilar las evidencias necesarias para facilitar el trabajo de los equipos técnicos.
Comunicar de forma clara, profesional y estructurada con usuarios, clientes y perfiles técnicos.
Trabajar de manera organizada, manteniendo el control y seguimiento simultáneo de distintas solicitudes.
Mostrar atención al detalle para actualizar correctamente estados, comentarios, responsables y documentación asociada a cada ticket.
Tener orientación al servicio, capacidad de aprendizaje y disposición para colaborar con equipos de distintas áreas.
Contar con conocimientos básicos de soporte IT, gestión de servicios o buenas prácticas ITIL.
No se requiere experiencia profesional previa.

#LI-JH1 #AVOSTechJobs #Hybrid

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