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Service Desk Analyst

PatrickFalzon2018 Full-Time  Birkirkara, Malta 4 Aug 2018

Job Description


We are on the lookout for a Service Desk Analyst to work with one of our Top clients in the Advisory and Consultancy sector. The selected candidate will be reporting to the Service Desk Team Lead, the Service Desk Analyst will be a professional who possesses the experience and expertise to support an IT infrastructure, and also to deliver first-level user support to users of various offices around the world, including the local offices in Malta. If you think you are the right person, we at Ceek want to hear from you.

What is excepted of you?

The candidate will be a key player in assuring especially to users located remotely a strong level of support for the solution of typical daily problems associated with the use of our various corporate services, with the use of a ticketing system, as well as the administration of some services based in different geographical locations.

External work relationships and contacts:

  • Service Providers

Accountability Results will need to be achieved within various areas of the business including:

  • First level user support: correct, adequate and fast support for user needs in multiple offices, both local and remote Management of infrastructure resources (servers) with the provider, and also the office LAN, in Malta
  • First-level user support for the users of the company’s office in Malta, as well as for specific offices participating in the pooling of such resources – Support for the management of the IT infrastructure in remote offices
  •   Creation and maintenance of relevant documentation – Support of infrastructure resources (servers), and also the office LAN, in Malta – Delivery of superior customer service
  • Engaging services and support from service providers – Definition of operational measures, guidelines and best practices for the offices managed (local and remote)

What are you excepted to bring?

  • Competencies – Good people skills, given the strong relation to the user community – Planning and Organizing – Judgment and Decision Making – Ability to prioritize goals Cross-Functional Competencies
  • Ability to deal with non-technical users both in person and by phone or other communication medium – Relationship Building – Eye for detail – Policy Compliance – Political awareness
  • A minimum of two years’ experience in a similar role – An advanced diploma or equivalent in ICT or other related discipline.
  • Experience in the configuration of IT infrastructures, including but not limited to Microsoft Windows 8.1 and 10, LAN, WLAN, Mac (and MacOS), printing, PC and other desktop technologies. – Experience in dealing with first line user support in a customer-oriented manner – Fluent in English DESIRABLE QUALIFICATIONS & COMPETENCIES
  • An ability to recognise and respond to diverse thinking styles, learning styles, cultural qualities and a global mind-set – Some familiarity with Linux systems – Awareness of ITIL or other IT service management best practice industry certification – Experience in dealing with first-level user support

What’s in it for you?

  • Competitive remuneration package
  • A pleasant working environment
  • Development opportunities
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