SERVICE DESK ANALYST Job ID: 1222

Job Details:
JOB DESCRIPTION
SERVICE DESK ANALYST
 
Position Requirements
  • Reporting to the Deputy Head of Group IT, the Service Desk Analyst will be a professional who possesses the experience and expertise to support an IT infrastructure and to deliver first-level user support to users of various offices around the world, including the local offices in Malta.
  • The candidate will be a key player in assuring especially to users located remotely a strong level of support for the solution of typical daily problems associated with the use of our various corporate services, with the use of a ticketing system, as well as the administration of some services based in different geographical locations.
External work relationships and contacts
  • Service Providers
Internal work relationships and contacts
  • Group IT Team
  • Partners Global Office Network
 
Functional Statement  - Accountability Results will need to be achieved within various areas of the business including: -
  • First level user support: correct , adequate and fast support for user needs in multiple offices, both local and remote
  • Management of infrastructure resources (servers) with the provider, and also the office LAN, in Malta
Responsibility
  • First-level user support for the users of the company’s office in Malta, as well as for specific offices participating in the pooling of such resources
  • Support for the management of the IT infrastructure in remote offices
  • Creation and maintenance of relevant documentation
  • Support of infrastructure resources (servers), and also the office LAN, in Malta
  • Delivery of superior customer service
Authority (decisions made in executing responsibilities and to achieve results)
  • Engaging services and support from service providers
  • Definition of operational measures, guidelines and best practices for the offices managed (local and remote)
 
Required Competencies Competencies –
  • Good people skills, given the strong relation to the user community
  • Planning and Organizing
  • Judgement and Decision Making Cross-Functional Competencies
  • Ability to deal with non-technical users both in person and by phone or other communication medium  
  • Relationship Building
  • Eye for detail - Policy Compliance
  • Political awareness
Essential Minimum Qualifications And Professional Experience Required
  • An advanced diploma or equivalent in ICT or other related discipline.
  • Experience in the configuration of IT infrastructures, including but not limited to Microsoft Windows 8.1 and 10, LAN, WLAN, Mac (and MacOS), printing, PC and other desktop technologies.
  • Experience in dealing with first line user support in a customer oriented manner
  • Fluent in English
Desirable Qualifications & Competencies
  • An ability to recognise and respond to diverse thinking styles, learning styles, cultural qualities and a global mind-set
  • Some familiarity with Linux systems
  • Awareness of ITIL or other IT service management best practice industry certification
  • Experience in dealing with first-level user support
If you are interested or know of someone that could be, kindly forward your CV in a word format to Marlon Bugeja on [email protected] or call on +356 27 204 518 for further information.

Country: Malta
Region: Any Region
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