Service Desk Analyst

Responsibilities:

• Coordinate and manage incidents through the companys service management tool in line with ITIL framework.

• Provide support for Level 1 issues and escalate major incidents as needed to ensure resolution within SLA.

• Handle user requests, calls, and emails efficiently, ensuring high-quality customer service.

• Assist with asset and configuration management, and help maintain accurate service data.

• Collaborate with support teams to improve service delivery and maintain internal documentation.

Key Requirements:

• 2-3 years of experience in IT support or service desk environments.

• Strong communication skills in English (verbal and written).

• Familiarity with IT Service Management (ITSM) tools and Microsoft Office Suite.

• Experience in high-pressure operations and working with international or third-party stakeholders.

• ITIL Foundation Certification is considered a plus.

Job Info:

• Type of Contract: Indefinite | Fulltime
• Salary: Depending on experience
• Benefits:
  • Health Insurance
  • Life Insurance
  • Richmond Foundation support (should the need arise)
• Work Setting: Hybrid work (at the managers discretion)
• Working Days: Monday to Friday
• Working Hours: Standard office hours
• Candidate location: Must be already living in Malta

#LI-DNP

#LI-AB1