Middlesea Assist

IT Service Desk Analyst

  • Basis:  Full-Time
  • Closing Date:  22 Dec, 2021
  • Job Ref:  MSA_IT

Job Description

We are seeking to recruit an IT Service Desk Analyst to join our team.

Main Tasks:

  • Provide business support to internal and external staff.
  • Process, coordinate, resolve, monitor and track user incidents and service requests from inception to resolution within the agreed timeframes.
  • Provide information to both the technical IT teams and end-users on incidents and requests when required.
  • Provide second line support with detailed information in order to investigate and diagnose the root cause of an incident. Find solutions or workarounds to ensure that the impact on business is minimised.
  • Follow standard Service Desk processes and procedures; accurately log all Service Desk tickets using the defined tracking system.
  • Prepare periodic service management statistics.
  • Take ownership, build and maintain the Service Desk knowledge base.
  • Provide training to users if required.

Required skills:

  • Minimum requirement of 3 O’ levels one of which must be English language.
  • Excellent communication skills – verbal and written.
  • Excellent command of the English language (Maltese and a third language will be considered an asset).
  • Be able to prioritize work in accordance with the exigencies of the company.