IT Service Desk Analyst

A leader in the manufacturing industry in Malta and globally, is seeking to employ an IT Service Desk Analyst to join their team in Malta. The selected candidate will verify that the ticket data is accurate and notes are well written to describe troubleshooting steps taken to resolve an incident/request, or reason for escalation.

Responsibilities:

• Develops and reviews End User facing knowledge base articles in support of a Self-Service portal .
• Drives the adoption of an End User Self-Service Portal.
• Participates in lean management program activities
• Support for onboard & offboard activities, including provisioning and deprovisioning of user accounts
• Provides phone support to all associates to ensure effective and efficient incident response and escalation.
• Remotely troubleshoots end user inquiries including but not limited to hardware, software and telecommunication issues.
• Participates in assigned audit tasks to maintain a secure and compliant environment.
• Participates in Asset Management efforts of IT equipment and software licensing.
• Assists the Service Desk Supervisor with management of the ACD and IVR systems.
• Promotes and educates end users on available technologies
• Manage tickets to established SLA and KPI’s
• Management and maintenance of the Service Catalog in the ITSM
• Actively monitors incoming phone call to ensure effective and efficient incident response and escalation.
• Update Team KPIs regularly

Skill-sets and Requirements

• At least 2 years of experience in a similar role
• Knowledge and experience in Ticket Escalation and Ticketing systems
• Must be willing to work on On-Call Rotation
• Knowledge on how to Determine the correct level of urgency and impact for each incident or request.
• Attention to detail and accuracy are a must

Education & Experience

Certificates in a related field

Job Reference: WM165