Service Desk Analyst

  • Full-time
  • 21-30 vagas
  • Expira em 10 dias
  • competitive
  • Full-time
  • 21-30 vagas
  • Expira em 10 dias
  • competitive
  • Malta
  • Tecnologias de Informacao, Engenharia Informatica

Betting Connections

With more than 20 professionals Betting Connections Recruitment Solutions is Malta’s largest iGaming recruitment specialist. Our team of highly skilled recruitment and career consultants are dedicated to providing the best and most personalised service in the industry. We pride ourselves on our ability to fully understand the needs of both our clients and candidates alike, which we achieve through developing long term relationships and our extensive knowledge of both the iGaming industry and recruitment!

O que procura nos candidatos


 

The Service Desk Analyst is the first and focal point of contact of the Company. While providing the highest level of IT support, the Service Desk Analyst performs periodic routine checks and responds to all tickets submitted through JIRA Service Desk and uses a knowledge base tool along with their expertise to resolve tier one requests in a timely fashion.

The Service Desk Analyst escalates unresolved problem/issues/requests to the proper tier two and three support teams.  Core to the role is troubleshooting on various software applications, hardware, and network systems and provide desktop support.

You will need to demonstrate a high level of commitment, initiative and ability to work alone and in a team environment. You should be a motivated self-starter with proven abilities to get the job done and possess excellent communication skills with a proactive can-do attitude and a willingness to learn.

 


 

Requirements: 


Minimum 2 years’ experience working in an IT environment in an IT support function

Any Computer Science / IT related qualifications

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

Basic knowledge of 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

Good command of spoken and written English

Proactive, flexible attitude to work with a willingness to constantly learn, review and improve skills and processes

High level of initiative, accountability, communication, attention to detail and ability to follow process and procedures

Que funções irão desempenhar

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 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.

Quais os benefícios oferecidos

to be discussed

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