IT Help Desk Administrator

Challenge Aviation Services Limited in Malta is looking to recruit an IT Help Desk Administrator to join their team on a full-time basis. 

Job Role: 
The IT Help Desk Administrator serves as the first point of contact for customers seeking technical assistance over the phone or email. S/he will also be performing remote troubleshooting through diagnostic techniques and relevant questions and determining the best solution based on the issue and details provided by customers.

Main Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• End to End support on solutions involving developments
• Helps and provides support to PM team in development projects. (QA, testing, end users' training)

Requirements:

• 1 – 2 years of proven experience as IT Technician or relevant position
• Excellent diagnostic and problem-solving skills
• Excellent communication ability
• Outstanding organizational and time-management skills
• In-depth understanding of diverse computer systems and networks
• Good knowledge of internet security and data privacy principles
• Certification as IT Technician will be an advantage (e.g. CompTIA A+, Microsoft Certified IT Professional)