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.
