Are you interested to join the biggest iGaming company in Malta? Betsson Group is now hiring for a Technical Service Officer to join our smart & fun Corporate IT Team.

The Technical Services Officer within the Service Desk is expected to be a pattern breaker and acknowledges 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 will acknowledge the importance of knowledge sharing and documentation via online tools, work under minimal supervision and be motivated when succeeding as a team.

Responsibilities include but are not limited to:

• 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 amongst 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) 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;
• 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 of the unit;
• Contributing to the articulation, maintenance and enforcement of Service Desk procedures and knowledge sharing across units via online tool;
• 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 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;
• Other duties as assigned.

Much like riding a rollercoaster, sometimes life at Betsson can be lightning fast with twists and turns but always FUN! Then again, what else would you expect from a business of 75% millennial, 10% GeX, 60+ nationalities, equal opportunity employer where 40% of our workforce are women and growing. More than 2000 strong professionals spread across 13 offices with up to 1000 of them based in our Malta HQ alone, which is where you will be based for this role. Furthermore, we offer 10 days per year of remote work from any EU location.

We recognise it may not be for the faint-hearted, but if you’re a go-getter, initiator, and adrenaline junkie, always striving to push the boundaries and challenge yourself, then you’ll fit right in.

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