Help Desk Support

Job Type:
IT & Technical
Salary Description:
Competitive Salary Offered
Job Ref:

Betting Jobs are working with an established iGaming/sportsbook operator who have offices in Malta and are looking for a Help Desk Agent to join their technical team.

Job Purpose:

The main responsibility of an IOC Support Agent is to be the first line of contact for all IT related matters to the business. For an IOC Support Agent that means he/she will be dealing with: end user support, incident management or reacting to alerts from our monitoring tools.

Tickets are handled according to predefined SLA’s while providing updates to the reporter.

Essential Job Functions / Main Duties & Responsibilities:

- First line support for IT related issues and requests
- User access and permission management
- Triage incidents by identifying, troubleshooting and escalating incidents to Tier 2 teams
- Manage incident and maintenance communication
- Provide incident documentation upon resolution of the incident
- Monitor IT systems and take corrective action based on alerts received from monitoring tools
- Provide desktop support to our end-users
- Work closely with other departments
- Other duties or tasks can be assigned to the IOC Support Agent
- Competencies, Skills & Experience:
- Communications and Customer Service
- Provide top quality customer service resulting in a workable solution
- Manage customer expectations through clear verbal and written communication in English
- Ability to communicate and work with peers
- Technology Competencies:

Monitoring Tools:

- Interpret and take action on alert notifications

Desktop Support:

- Troubleshoot end-user desktop issues
- System Administration:
- Windows Server 2012 or greater
- User management through Active Directory
- Manage DNS and DHCP
- Manage permissions through security groups

Contact Details:
Tel: +44 (0) 1355 588 988
Contact: Scott McMillan

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