SERVICE DESK ANALYST – 1ST LINE OPERATIONS TEAM

  • Spoton Connections
  • Malta
  • Jul 30, 2020
iGaming Jobs Service Delivery Jobs

Job Description

Our client is an iGaming company based in Malta currently looking to expand their technical support team. The company is well established and well fitted within sports betting environment. If successful, you will be forming part of the team working on various project with opportunities to further grow within the company in the future.

 

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 or Confluence)
  • Self-motivated, ability to work unsupervised as well as being able to work as part of a team in a fast-paced environment
  • 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

 

Desirable Skills:

 

  • Basic knowledge of SQL, Java, C# and Visual Basic
  • Any Computer Science / IT related qualifications
  • ITIL certified or experience working in ITIL environment
  • Interest in sports and sports wagering