Service Desk Assistant - Innovative Workforce Solution Ltd

Role Summary

Manpower is seeking to recruit a Service Desk Assistant to join our client's team.

To act as the initial point of contact between the company IT Department and the Malta & Gibraltar based users and to deliver high-quality IT service support to users through rapid incident response, triage and/or resolution.

Key Responsibilities

• Provide timely response, remote as well as desktop support to internal users in Malta and Gibraltar locations following standard procedures and troubleshooting.
• Utilize Service Desk procedures to log, record, categorize and escalate user incidents and requests directly into InvGat, the current Incident Management System.
• Provide innovative business solutions to maintain optimal technological performance, providing Tier I/II operational support for desktops/laptops deployments, A/V, telephony, mobile and infrastructure systems as required.
• Perform any other duties as assigned by Senior management or the Core team.

Key Accountabilities

Maintain high levels of customer satisfaction and healthy team-member relationships through effective communication, collaboration and proactive relationship management.

Key Success Factors

Assist with the development and policing of the IT departmental Service Level Agreement, policies and procedures.