Mid to Senior Application Support Technician – Service Desk

ITDS is seeking a dedicated Mid to Senior Application Support Technician to join a dynamic team focused on delivering robust business-support solutions. In this role, you will serve as a critical point of contact for service operations, ensuring seamless application performance and high-quality user experiences while maintaining business continuity.

Key responsibilities

• Perform ticket triage, qualification, and routing to ensure accurate and timely handling of user requests.
• Resolve first-level incidents by applying documented procedures and known-issue resolutions.
• Escalate complex technical issues to L2/L3 support teams with clear and comprehensive context.
• Maintain and update internal documentation and knowledge bases to foster continuous improvement.
• Manage incoming support requests efficiently while strictly adhering to established SLA standards.

Requirements

• At least 5 years of professional experience in service desk or application support environments.
• Hands-on experience working within a ServiceNow-based environment.
• Strong customer-oriented mindset with a structured approach to problem-solving.
• Proven ability to maintain reliability and performance under SLA pressure.
• Fluent command of the English language, both spoken and written.
• Legal right to work in Europe.

What we offer

• Opportunity to work in a fully remote environment for a key industry player.
• Engagement in a dynamic team where your expertise directly impacts operational success.
• Access to professional development and collaboration with cross-functional teams.