Job Details

Service Desk Analyst - Malta
Job ID: 6921
Job Type:

Job description: Responsibilities:
  • Perform Event, Service Requests and Incident investigations, diagnosis and resolutions using proven methodologies, working in conjunction with other stakeholders as required
  • Provide technical support, troubleshooting and root cause analysis relating to application, product and system events and incidents, as well as fulfilling service request
  • Accept, manage and update events, incidents and service requests to ensure contracted Service Level Agreements are met, managing the Service Desk queue efficiently
  • Take ownership and responsibility of issues from start through to a successful resolution
  • Ensure the escalation of events, incidents, service requests as well as service disruption to other teams or third-party contractors as when necessary and facilitate any issues to the point of resolution
  • Monitor, resolve or escalate a number of system alerts and run a number of routine health checks on the system and suggest improvements to alerts in order to pre-empt the occurrence of an incident
  • Develop technical knowledge of each system within company and specialized knowledge of certain nominated areas
  • Maintain adequate knowledge of operating systems and application software used to provide a high level of support
  • Maintain and consistently demonstrate a general knowledge of Company guidelines, processes, practices and procedures
  • Assist in all upcoming projects including testing, providing meaningful feedback and physical intervention as and when necessary.
  • Minimum of 1 year experience working in an IT environment in a support function
  • Experience or qualification in desktop PCs hardware troubleshooting
  • Basic knowledge of MS Windows Server 2008/2012 and Active Directory
  • Basic knowledge of Linux systems
  • Good command of spoken and written English
  • Knowledge of MS Office
  • Working experience with Atlassian product (JIRA and Confluence)
  • Self-motivated, ability to work unsupervised as well as being able to work as part of a team in a fast-paced environment
  • Proactive, flexible attitude to work with a willingness to constantly learn, review and improve skills and processes
  • High level of initiative, accountability, communication, attention to detail and ability to follow process and procedures
Beneficial skills:
  • Basic knowledge of SQL, Java, C# and Visual Basic
  • Any Computer Science / IT related qualifications
  • ITIL certified or experience working in ITIL environment
  • Interest in sports and sports wagering
For more information or to apply please send your CV to