Service Desk Analyst

Our client, who is a data, modelling and trading solutions provider for a wide range of global sports, with more than 13 years of experience and headquarters in Malta and a workforce spread across three continents, is looking to recruit a Service Desk Analyst.

Main 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 requests.

• 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 and service requests, as well as service disruption to other teams or third-party contractors as and 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 the company and specialized knowledge of certain nominated areas and maintain adequate knowledge of operating systems and application software used to provide a high level of IT support.

• Assist in deployments and testing, providing meaningful feedback and physical intervention as and when necessary.

The ideal candidate for this role will have previous experience in the same role, a great attitude and be eager to learn every day.

Due to the urgency of the role, our client is only considering candidates who are already based in Malta or coming soon to the island in the following 6-8 weeks.

• Minimum 2 years’ experience working in an IT environment in an IT support function.
• Minimum 1 year experience working in a similar role with broad exposure to various troubleshooting scenarios.
• Experience or qualification in desktop PCs hardware troubleshooting.
• Basic knowledge of MS Windows Server 2008/2012/2016 and Active Directory.
• Basic knowledge of Linux systems and SQL.
• 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.
• PLUS: ITIL certified or experience working in ITIL environment.
• Be willing to work in shift basis: 12 hours per shift (3-4 shifts during the week) and every 4-5 weeks, a regular roster from Monday to Friday (8am-5pm) will be assigned.

• Any Computer Science / IT related qualifications.

• Private Health Insurance.
• Great office in one of the most beautiful areas of Malta.
• Company Performance Bonus.
• Mobile allowance.
• Parking allowance.
• Team building abroad every year and much more!