BDO Malta is dedicated to maximize the potential of our greatest asset - our employees. We embrace change and the opportunity it brings. We are focused on delivering high quality customer service and are committed to recruiting, developing, rewarding and retaining our global workforce. BDO’s core purpose is Helping People Thrive Every Day. Our core values reflect how we manage our work, our relationships and ourselves.
As an employee of the firm in Malta, you will live true to our core values of People First, being exceptional every day in every way, embracing change, feeling empowered through knowledge and choosing accountability.
Our core values are the standards by which we conduct ourselves day in and day out, both internally and externally.
Responsibilities
The role will primarily focus on:
- Incident logging, classification and resolution.
- Manage the ticket lifecycle and help in identifying areas of improvement
- First contact resolution whenever possible.
- Research and resolve issues on own initiative prior to escalation.
- Incident escalation.
- Look for advice when issue is unresolved or resolution will exceed SLA.
- Service Level Agreement (SLA) adherence.
- Adhere to adequate timing resolution for issues, prioritising performance critical issues
- Knowledge Management, Documentation and Reporting.
- Help the process of identifying, organising, storing and disseminating information within the organisation.
- Communication and Collaboration.
- Use effective communication to achieve the best team collaborative efforts.
- Training and Development.
- Assist in the development and management of Service Desk processes and procedures, ensuring they are documented, followed, and improved over time.
Qualifications and Experience
- A-Level level education or equivalent.
- ITIL, Cisco IT Essentials, Microsoft 365 Fundamentals or equivalent.
- Experience in a similar technical role.
- Experience of using a Service Management system or a similar application in a service environment.
- A sound understanding of IT networking technology, systems management, fault monitoring, alerting, incident escalation, problem management and applications including MS Office.
- Understand helpdesk and service desk operations within a customer service environment.
Technical skills
- Proficient in diagnosing and resolving technical issues related to hardware, software, and network connectivity, ensuring minimal downtime and user disruption.
- Adept at performing routine system maintenance tasks, such as user account management, software installations, and updates, as well as conducting regular backups and ensuring data integrity.
- Proficient in managing and configuring Microsoft 365 services, including Exchange Online, SharePoint Online, and OneDrive for Business, ensuring optimal performance and seamless user access.
- Skilled in administering Microsoft 365 user accounts, including provisioning, deprovisioning, and managing licenses and permissions through the Microsoft 365 admin centre and Azure Active Directory.
- Experienced in diagnosing and resolving issues related to Microsoft 365 applications such as Outlook, Teams, and Office suite, providing end-users with prompt and effective solutions.
Personal and Professional Traits
- Excellent communication and documentation skills.
- Adaptable, flexible and able to thrive in a fast-evolving environment.
- Strong time management, analytical and problem-solving capabilities.
- Ability to Collaborate and interact with stakeholders.
Our Culture
Our friendly and inclusive culture is built around our core values of honesty and integrity; empowerment and personal responsibility; mutual support and respect; and professional and personal client relationships. We offer an unparalleled breadth and quality of work, responsibility and experience. We are a profitable, dynamic and forward-looking firm with a reputation for quality. Our vision is to be recognised as the leader for exceptional client service.
What we offer
We offer several exciting benefits to our employees, but you will find that the best thing about working with BDO is the experience. Working at BDO is all about richer relationships – within our network, with our clients and around the world. To apply please send us your detailed CV. Shortlisted candidates will be called for an interview. Kindly note that candidates for this role should not require a Work Permit.
To apply please send us your detailed CV together with a covering letter at recruitment@bdo.com.mt. Shortlisted candidates will be called for an interview.
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