Are you a motivated and customer-focused Service Desk Analyst? Are you looking for an internal support role?
Our client operating legal services is looking for a candidate to provide first-line technical support to users across their international organisation.
The ideal candidate will have a solid foundation in troubleshooting, excellent communication skills, and a proactive attitude toward problem-solving in a fast-paced environment.
Responsibilities:
- Serve as the first point of contact for users via calls, emails, and ticketing systems.
- Log, manage, and update incidents and service requests, ensuring adherence to Service Level Agreements (SLAs).
- Accurately determine the urgency and impact of incidents and requests.
- Troubleshoot and resolve technical issues following established procedures and methodologies.
- Escalate complex incidents or service disruptions to appropriate teams or third-party providers as needed, ensuring timely resolution.
- Support system deployments and testing, providing feedback and hands-on assistance when required.
- Maintain clear and accurate documentation within the ticketing system
Requirements
- Basic knowledge or experience with Microsoft Windows (server and desktop) environments.
- Hands-on experience with ticketing and knowledge base systems.
- Strong command of the English language, both written and verbal.
- Willingness to participate in an on-call rotation schedule.
- Located in Malta.
Education and Experience
- Minimum 1 year of experience in a similar role.
- Degree or Diploma in an IT related field would be a benefit.
Benefits
- Hybrid Working
- On-Call Allowance
Job Reference: NA507
