Service Desk Analyst

Are you a motivated and customer-focused Service Desk Analyst? Are you looking for an internal support role?

Our client operating legal services is looking for a candidate to provide first-line technical support to users across their international organisation. 

The ideal candidate will have a solid foundation in troubleshooting, excellent communication skills, and a proactive attitude toward problem-solving in a fast-paced environment.

Responsibilities: 

• Serve as the first point of contact for users via calls, emails, and ticketing systems.
• Log, manage, and update incidents and service requests, ensuring adherence to Service Level Agreements (SLAs).
• Accurately determine the urgency and impact of incidents and requests.
• Troubleshoot and resolve technical issues following established procedures and methodologies.
• Escalate complex incidents or service disruptions to appropriate teams or third-party providers as needed, ensuring timely resolution.
• Support system deployments and testing, providing feedback and hands-on assistance when required.
• Maintain clear and accurate documentation within the ticketing system

Requirements

• Basic knowledge or experience with Microsoft Windows (server and desktop) environments.
• Hands-on experience with ticketing and knowledge base systems.
• Strong command of the English language, both written and verbal.
• Willingness to participate in an on-call rotation schedule.
• Located in Malta.

Education and Experience

• Minimum 1 year of experience in a similar role.
• Degree or Diploma in an IT related field would be a benefit.

Benefits

• Hybrid Working
• On-Call Allowance