Service Desk - Technical Services Officer - Technical Support jobs in Malta - May 2025

Service Desk - Technical Services Officer

Betsson Group

Published on 05 May 2025

Expires in 15 days (04 Jun 2025)


Are you interested to join the biggest iGaming company in Malta? Betsson Group is now hiring for a Technical Service Officer to join our smart & fun Corporate IT Team.

The Wow

The Technical Services Officer within the Service Desk is expected to be a pattern breaker and acknowledges the importance of providing top-quality service to each customer of the Betsson Group. The Technical Services Officer is expected to address each customer individually and deliver the service on the correct technical level. The Technical Services Officer is driven by making a difference every day and will take ownership of tasks, and follow up on them until they are solved.

This role is driven by complex challenges and the eagerness to maintain and improve the current IT infrastructure. You will acknowledge the importance of knowledge sharing and documentation via online tools, work under minimal supervision and be motivated when succeeding as a team.

A taster of what you will be involved with

Responsibilities include but are not limited to:

  • Acting as the first point of contact for the troubleshooting and resolution of Incidents and Service Requests related to hardware configuration, software, application and network problems amongst others;
  • Making full use of available tools during the diagnosing and execution stages of Incidents and Service Requests;
  • Routing those Incidents and Service Requests that require reassignment to other Service Teams (including third-party suppliers) in line with set targets as per the requirements of the Incident Management and Service Request Fulfilment Procedures;
  • Reassignment to other Service Teams should relate to requests that require escalation and approvals and in a manner that is friendly to the receiving Service Teams;
  • Tracking and retaining ownership of Incidents and Service Requests to ensure that service levels are met and call resolution is achieved within the shortest time span possible;
  • Continually observing a security-aware approach;
  • Contributing to the setting up of operating procedures with other Service Teams to ensure that remote support is carried out by the Service Desk in an effective manner while maintaining the efficiency of the unit;
  • Contributing to the articulation, maintenance and enforcement of Service Desk procedures and knowledge sharing across units via online tool;
  • Producing management reports in an accurate and timely manner as directed;
  • Identifying trends and potential Problem sources (by reviewing Incident and Problem analysis);
  • Taking ownership of system and service monitoring focusing on implementation and continuous improvement;
  • Handling of all customer related activities initiated by Internal IT across the group;
  • Ensuring full cooperation and effective communication with the various departments in Betsson Group;
  • Other duties as assigned.

 

What we offer

Much like riding a rollercoaster, sometimes life at Betsson can be lightning fast with twists and turns but always FUN! Then again, what else would you expect from a business of 75% millennial, 10% GeX, 60+ nationalities, equal opportunity employer where 40% of our workforce are women and growing. More than 2000 strong professionals spread across 13 offices with up to 1000 of them based in our Malta HQ alone, which is where you will be based for this role. Furthermore, we offer 10 days per year of remote work from any EU location.

We recognise it may not be for the faint-hearted, but if you’re a go-getter, initiator, and adrenaline junkie, always striving to push the boundaries and challenge yourself, then you’ll fit right in.

Challenge Accepted? 

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From a single slot machine in 1963 to being listed on Nasdaq Stockholm and holding gaming licenses in 22 countries, Betsson has come a long way. Today, we are a multi-national company employing some 2,300 people from 70+ nationalities in 18 locations. Betsson AB's headquarters are in Stockholm, Sweden, but the operational headquarters are in Ta'​ Xbiex, Malta. We refer to the operational subsidiaries as "Betsson Group"​.

Betsson’s operational subsidiaries’ vision is to deliver the best customer experience in the industry. We offer casino, sportsbook and other games via gaming licences in several countries in Europe, South America, North America, and Central Asia. The business model is to offer gaming under 20+ brands, including Betsson, Betsafe, Nordicbet and Casinoeuro. The brands are operated on a proprietary platform, which is the core of the offer and the customer experience.

Being a responsible operator in relation to customers, suppliers, authorities, investors and other stakeholders is a cornerstone of our business. Betsson is a member of the European Gaming and Betting Association (EGBA), ESSA (Sports Betting Integrity) and G4 (The Global Gambling Guidance Group).


time
Full Time
Job Type
experience
Intermediate (1-3 years)
Experience Level
category
Technical Support
Category
industry
iGaming & Casinos
Industry


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