Meet the Industry

A talk by Ms Maria Borg, technical services officer at Malta Information Technology Agency (MITA), was given in room L131 at 2:00 pm. MITA Service call centre provide service and technical support to Government employees at around 600 Government sites. This is available 24 hrs /7 days a week and includes:

  1. Government Schools
  2. Embassies
  3. Hospitals (such as Mater Dei, Mount Carmel etc.)
  4. Ministries
  5. Entities (such as Malta Freeport, AFM, Malta Police Force etc.)

The MITA Service Call Centre is made up of two groups (Group 1 and Group 2) and Client Services team. Group 1 personnel are responsible for account management (creation and deletion of accounts, passwords, rights) and Group 2 personnel provide technical support such as printer issues, mail, other services provided by MITA.

MITA uses Marval as an IT Service Management tool and SCCM (System Center Configuration Manager) which is used for remote control access, were users will be advised that someone is accessing their PC and approval has to be granted from the user’s end before getting remote access. Each call must not take more than 6- 10 mins.

Most of service requests are triggered via the eRFS system. eRFS (Electronic Request for Service)  is an on-line system  where users apply on-line for certain requests (such as Software Installation, Accounts, Rights etc.). The eRFS will be raised from the Ministry IMU (Information Management Unit), filled with the necessary details and has to be approved from the approvers within the Ministry.
Once the eRFS is approved, the Service Management System generates a request number and the request will be processed accordingly.


Status of requests:

  1. New – request has just been logged and is to be serviced
  2. Accepted – the respective team knows regarding the request and are to start working on it
  3. WIP – Work In Progress
  4. Cust_hold – awaiting feedback from customer
  5. Transfer – transferred to another team
  6. Closed – request has been serviced and client is satisfied.

Qualifications & Skills Required

  1.  National Diploma in IT (MQF Level 4)
  2. Industry standard certifications (not compulsory)
  3. Work experience (not compulsory)
  4. Be able to work in a team
  5. Customer oriented
  6. Good communication skills
  7. Keen to learn new things

We would like to take this opportunity to thank all students who have attended this talk.

Happy Learning 🙂