As a Technical Services Officer within the Service Desk, you are expected to be a pattern breaker and acknowledge the importance of providing top quality service to each customer of the Betsson Group.  The Technical Services Officer is expected to address each customer individually and deliver the service on the correct technical level.  The Technical Services Officer is driven by making a difference every day and will take ownership of tasks, and follow up on the tasks until they are solved. 

This role is driven by complex challenges and the eagerness to maintain and improve the current IT infrastructure.  You acknowledge the importance of knowledge sharing and documentation via online tools, work under minimal supervision and is motivated when succeeding as a team. 

Your main goal is ultimately to support the corporate environment - in particular towards improving stability, performance, service quality and efficiency. To this end, you will be expected to: 

• Act as first point of contact for the troubleshooting and resolution of Incidents and Service Requests related to hardware configuration, software, application and network problems amongst others. 

• Make full use of available tools during the diagnosing and execution stages of Incidents and Service Requests. 

• Route those Incidents and Service Requests that require reassignment to other Service Teams (including third-party suppliers) in line with set targets as per the requirements of the Incident Management and Service Request Fulfilment Procedures.  Reassignment to other Service Teams should relate to requests that require escalation and approvals and in a manner that is friendly to the receiving Service Teams.  

• Track and retain 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 observe a security aware approach. 

• Contribute 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 of the unit. 

• Contribute to the articulation, maintenance and enforcement of Service Desk procedures and knowledge sharing across units via online tools. 

• Produce management reports in an accurate and timely manner as directed. 

• Identify trends and potential Problem sources (by reviewing Incident and Problem analysis). 

• Take ownership of system and service monitoring focusing on implementation and continued improvement. 

• Ensure full cooperation and effective communication with the various departments in Betsson Group. 

• Be expected to work on call and/or on shifts as per business requirements. 

• Other duties as assigned. 

Must possess the following: 

• Experience with: 

• Desktop Products (Operating Systems both MS and MacOS, and Office Products). 

• PowerShell scripting. 

• Core server infrastructure (AD, DNS, DHCP, Office 365, MS SCCM and MS Intune). 

• General Network Trouble shooting. 

• Service mindset. 

• Willingness to go the extra mile for supporting colleagues. 

Would be great to also possess: 

• Tertiary Education and / or a bachelor’s degree in IT / Computer Science.

Much like a rollercoaster, life at Betsson Group is fast-paced, full of twists and turns, and always exciting. With more than 2,800 colleagues representing over 75 nationalities across a global network of offices - including 1,500 at our operational headquarters in Malta - every day brings new challenges and opportunities to grow. It may not be for the faint-hearted, but if you thrive on innovation, enjoy pushing boundaries and want to be part of a diverse, international team, then you’ll fit right in at Betsson.

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