Description

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 among 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);
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;
Contributing to the articulation, maintenance, and enforcement of Service Desk procedures and knowledge sharing across units via online tools;
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 the 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.

Responsibilities

Building relations! This is a customer facing role and your customers are all Betsson employees here in Malta;
Multi-tasking; you will be working on various issues at one time, you must be able to prioritize and execute your work in a very fast paced environment;
Windows Products, Office, PowerShell scripting, Core server infrastructure (AD, DNS, DHCP), Apple computers, General System Monitoring and General Network Troubleshooting;
Working with systems such as File sharing, Exchange, VMware Virtualisation.