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Service Desk Analyst

  • Location

    Malta

  • Sector:

    Igaming

  • Salary:

    €25,000 - €30,000

  • Contact:

    Marianne Koessler

  • Job Reference:

    7236

  • Published:

    29 days ago

  • Expiry:

    2020-11-27

  • Client Details:

    Castille

  • Consultant:

    Marianne Koessler

A specialist in the development and exploitation of predictive statistical models for sports betting markets is currently looking for a Service Desk Analyst.  

Main 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 request 
  • 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, service requests as well as service disruption to other teams or third-party contractors as 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 
  • Maintain adequate knowledge of operating systems and application software used to provide a high level of support 
  • Maintain and consistently demonstrate a general knowledge of Company guidelines, processes, practices and procedures 
  • Assist in all upcoming projects including testing, providing meaningful feedback and physical intervention as and when necessary. 

Requirements:  

  • Minimum 1-year experience working in an IT environment in a support function 
  • Experience or qualification in desktop PCs hardware troubleshooting 
  • Basic knowledge of MS Windows Server 2008/2012 and Active Directory 
  • Basic knowledge of Linux systems 
  • Good command of spoken and written English 
  • Knowledge of MS Office 
  • Working experience with Atlassian product (JIRA and Confluence) 
  • Basic knowledge of SQL, Java, C# and Visual Basic 
  • Any Computer Science / IT related qualifications