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Technical Services Officer – Service Desk

  • Technology
  • Malta

Job description

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.  He/she acknowledges the importance of knowledge sharing and documentation via online tools, works under minimal supervision and is motivated when succeeding as a team.

The employee reports to the Service Desk Coordinator within the Service Desk Unit, as part of the Service Management Team within the Infrastructure Department.


The main responsibilities include but are not limited to:

  • Acting 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.
  • 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 tools.
  • 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 continued 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.


  • We are looking for a service oriented individual who has minimum of 3 years of experience in a similar role. You feel comfortable working with Windows Products, Office, PowerShell scripting, Core server infrastructure (AD, DNS, DHCP), Apple computers, General System Monitoring and General Network Trouble shooting.  Familiarity with our systems such as File sharing, Exchange, VMware Virtualisation is an asset.
  • Information Technology Infrastructure Library (ITIL) certification (current).
  • Working knowledge and demonstrable experience in Information Technology Service Management (ITSM).
  • Strong interpersonal, written, and oral communication skills accompanied with a customer service attitude and attention to detail.
  • Self-motivated with attention to detail and ability to effectively prioritize and execute tasks in a fast-paced environment.
  • Or any combination of education and experience which clearly demonstrates the ability to accomplish the essential functions of the position.

What we offer

We offer a fun and challenging role in a collaborative and dynamic environment. For the right person there are many different career paths at Betsson, both if you want to deepen your technical skills or work with leadership in the future.


Apply now via our career site.

At Betsson we like differences. It’s clear for us that we benefit from diversity and that we as a company become stronger and more competitive when hiring people with varying backgrounds, experiences and cultures.

Technical Services Officer – Service Desk

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