Stride is looking to appoint a Service Desk Officer to work closely with the Operations team to accurately record all customer requests within the ticket management system and include all required information. The Service Desk Officer will be required to resolve customer issues by following documentation or performing research before escalating the ticket to the respective queues through diagnosis and troubleshooting.
S/he will monitor tickets as per Service Level Agreements and follow-up with both the customer and support teams on all pending tickets. The Service Desk Officer will create and send customer ticket management reports as necessary.
Stride Technology is a business applications provider that supports organisations in business transformations enabled by technology. The company offers a broad range of cloud-based products across multiple sectors.
Stride is part of Harvest, 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 business solutions provider PTL, e-commerce and payment solutions expert APCO Systems, the operator of APCO Pay, business analytics solutions provider Eunoia, and automation solutions provider Stride.
Harvest is the technology division 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.
The selected candidate will ideally have technical experience in diagnosis, troubleshooting and basic operating system functionality. Customer service experience within a technical background is essential. Knowledge in SQL would be considered an asset. Candidates should possess strong communication skills in English and ideally Maltese.
Applicants should send a detailed CV with a covering letter to Harvest Director of HR Nathalie Gatt at firstname.lastname@example.org by Monday 11th December 2017. Applications will be treated in the strictest confidence and acknowledged after closing date. Two employer references maybe requested at second interview stage.