Service and Support Officer

Malta Financial Services Authority is currently looking to recruit a Service and Support Officer to join their team on a full-time basis.

About Department 
Technology is at the core of the knowledge-based organisation. It enables MFSA's strategic and operational objectives to be achieved efficiently and effectively.

The Technology team is made up of professionals specialised in relevant areas that include governance and planning, information systems, software development, information security, technology operations, and service management. Officials from Technology also participate and give their contributions to several European committees, expert groups, and industry forums.

About Role
You will be working in a multi-disciplinary team within the Technology Services and Support area which falls under the Technology Operations part of the Technology Function. Your main duties will revolve around the service to the internal business user, by ensuring that the services are provided and maintained, to enable the business to function without any hindrance. You will be part of a team which is the first technological contact level for the business user, from which you can escalate, if and when required. This team is the prima facia of the Technology Function and has to adequately address the requirements of the business throughout its operations.

The selected candidate will undertake duties in connection with the Service Desk support.

The primary job duties include but are not limited to:

• Testing, troubleshooting, preparing, configuring, installing, and maintaining technology systems
• Prepare for new recruits and provide initial induction training
• Be the first to support users through the Technology Service Desk, locally and remotely, and also resolve issues when cases of malware arise
• Update the inventory of technology equipment and technology stocks, including disposals
• Carry out research for procurement purposes, and liaise with suppliers for assistance
• Prepare for phone conference calls, video conferencing, and technology equipment for presentations
• Preparing relevant documentation and giving user guidance
• Assisting Administrators/Specialists
• Facilitate service and support continuity after-hours
• Handle any other duties as assigned by the Team Leader.

About you
We are looking for a candidate with a solid academic background in ICT. The role calls for an academic qualification in a relevant field of study at National Qualification Framework Level 6 or better, duly certified by the Malta Qualifications Recognition Information Centre (MQRIC) or widely recognised professional qualification at a comparable level. CCNA certification or equivalent and ITIL Foundation would be considered as a plus.

The Candidate preferably would have work experience in some of these areas; MS Active Directory, MS Windows Operating Systems, MS Office 365 Suite, Laptops, Wired and Wireless Networks, Structured Cabling, Printing and Multifunction Machines, VPN

If you do not have the necessary academic or professional qualifications but you have at least five (5) years of relevant experience, we would still be interested in speaking with you.

The ideal candidate should:

• Have a good business orientation with a demonstrated knowledge of the IT industry
• Can communicate with and understand the needs of non-technical internal and external clients
• Adequate customer focus and knowledge of IT Service Management standards and procedures
• Possess strong analytical and problem-solving skills
• Have good written and verbal skills and proven ability to work on own initiative with great attention to detail
• Has the ability to work within a team, multitask and capable of meeting strict deadlines
• Has the ability to listen actively and to work on own initiative when necessary
• The ability to work under pressure and able to respond to emergencies after hours
• Must be fluent in the English language.

Other Information:
The MFSA is an Equal Opportunities Employer as certified by the NCPE (National Commission for the Protection of Equality) and is committed to a policy of equal opportunity in all aspects of employment and will take care to avoid any form of discrimination in its recruitment procedures. The MFSA reserves the right to withdraw this call at any time and not to select any of the Candidates.

It is the responsibility of applicants in possession of qualifications awarded by Universities and other similar institutions outside Malta to produce a recognition statement on the comparability of qualifications issued by the Malta Qualifications Recognition Information Centre (MQRIC). Applicants should do so preferably at the application stage or otherwise at the preliminary interview should an applicant be selected for such an interview. Details can be obtained by accessing the National Commission for Further and Higher Education website on www.ncfhe.gov.mt under the MQRIC heading.

The MFSA shall ensure that any processing of personal data is in accordance with Regulation (EU) 2016/679 (General Data Protection Regulation), the Data Protection Act (Chapter 586 of the Laws of Malta) and any other relevant European Union and national law. For further details, you may refer to the Data Protection Policy on the MFSA webpage www.mfsa.mt.

Candidates are to note that the submission of any false statement/s or omission, even if unintended, may lead to the cancellation of their application and may render the candidate's appointment liable to termination.

Furthermore, please note that candidates may be asked to submit any documentation in support of the information provided, including but not limited to, proof of qualifications and Police Conduct Certificates.

Public Call Permit: 520/2023