Harvest Technology is seeking a Service Desk Officer to join its dynamic team and support its diverse customer base.
Based in Malta and reporting to the Head of Customer Success, the Service Desk Officer will join the service desk team which acts as a gateway to all support requests across selected companies within Harvest. It serves as a Single Point of Contact for support related requests for both internal and external customers. The Service Desk is the owner of all tickets logged within the ticket management system.
Working within a team, the Service Desk Officer is required to professionally interact with the customer by following Incident Management protocols closely linked to ITIL guidelines. The Service Desk Officer is also expected to provide effective support through various technologies such as instant messaging, remote connection, email and telephone to assist the customer in resolving the issue at Service Desk level (Level 1).
Harvest is a group of technology-based activities brought together by design to create a critical mass of management expertise, technological skills and operational excellence. In Malta, it draws together the leading system integrator, PTL, automation solutions provider APCO Limited, e-commerce and payment solutions expert APCO Systems, the operator of APCO Pay, business analytics solutions provider Eunoia, and business applications provider Stride. Harvest is one of the divisions of Hili Ventures, the holding company of a diversified group, engaged in multi-sited activities with McDonald’s and Apple, logistics, engineering, technology, and property. Hili Ventures is also a proud partner of Allison, Apple, Cisco, CMA CGM, Hoffmann, IBM, Konecranes, Lenovo, McDonald’s, Microsoft, NCR, and Terberg, and many others.
THE REQUIREMENTS
Candidates are expected to have experience in customer support (ideally Business to Business). The chosen candidate will possess a relevant qualification or certification, have a background of customer service experience preferably with experience working within ITIL guidelines or ITIL Foundation Certified.
The chosen applicant shall have:
· a high level of interpersonal and communication skills and be able to discuss technical matters with clients in non-technical language;
· a good command of both spoken and written Maltese and English;
· a polite and professional manner on the phone;
· the aptitude to learn and support new and rapidly-changing technologies;
· the ability to work under pressure, and
· familiarity with a wide range of standard office automation products (especially Microsoft Office).
Applicants are to send a detailed CV with a covering letter to Harvest Director of HR Nathalie Gatt at careers@harvest.tech by Friday 9th March 2018. Applications will be treated in the strictest confidence and acknowledged after closing date.