Service Desk Analyst (Part-Time)

An Amazing Career Opportunity for a Service Desk Analyst!! 

Location: Zejtun, Malta

Job ID: 30870

Work Arrangement: Part-time hours only with potential working hours of between 21 to max 25 hours per week. Weekdays from 5-9pm and Saturday from 8am to noon (required to cover the weekend global support, ie: Saturday Morning)

The Service Desk Analyst is responsible for coordinating and handling incidents through the HID service management tool, ensuring that the issues are dealt with in a timely manner and according to contract service level agreements (SLAs). This is a part-time role which will be based in Malta.

Who are we? 

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.

We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 

HID's Citizen's Identification Business Area:

As the fastest growing solution provider in citizen identity, HID Global is challenging the status quo with its collaborative approach to solutions delivery. We are positioned to deliver complex, scalable and future proof government programs, while empowering local government and partners.

As our Service Desk Analyst, you’ll support HID’s success by:

Incident & Asset Management

• Coordinating the incident management process as per ITIL framework, through the HID Service Management Tool.
• Tracking and escalation of all incidents across the portfolio so they are resolved within SLA (or as close as possible).
• Managing customer requests and prioritizing incidents accordingly, including escalation of Major Incidents to the Incident Manager.
• Providing telephone assistance to our customer through the HID phone system/HID mobile.
• Supporting Level 1 user issues whenever relevant knowledge has been already acquired or documented.
• Ensuring all data within the service management tool is kept up to date and accurate.
• Responding to all requests for service in a timely manner.
• Responding to calls and emails from customers, and service providers.
• Ensuring all escalations follow best practice, containing sufficient quality information for the receiving party to engage immediately.
• Assisting key stakeholders in Asset and Configuration Management (including Stock and Spares)

Problem and Knowledge Management

• Pulling in additional resources when needed e.g., specialist teams or people for specific issues or opportunities.
• Updating and maintain the Known Error database/register.

Service Management & Continuous Service Improvement

• Compiling reports for internal or external use sourced from the HID service management tool.
• Collaborating with the customer and support teams to identify and manage service improvement activities.
• Assisting with the monitoring of performance metrics with escalations as appropriate.
• Assisting with documentation and review of internal processes and procedures.

Collaboration and Stakeholder Management

• Supporting the customers through email as well as through the Service Management Tool and calls where necessary.
• Ensuring customer satisfaction, escalating concerns over service deliverables, escalating customer satisfaction issues when required to management.
• Communicating across organisational boundaries from support engineers to senior management.
• Liaising with internal teams and 3rd parties as required, supporting incident investigations into hardware, software, and peripheral incidents.
• Maintaining effective communication across the board in terms of technical team members.
• Building a personal relationship with the team and key customer staff.
• Representing the company in an efficient and courteous way with emphasis on customer care.
• Other duties may be assigned as required.

What we will love about your background: 

• Ability to effectively communicate in the English language, both verbally and in writing.
• Ability to effectively communicate in another international language - Desirable.
• Excellent customer facing skills.
• Excellent interpersonal skills.
• Ability to listen and understand information and to interpret stakeholder and customer needs.
• Ability to operate efficiently, effectively and professionally within a fast paced, dynamic and results driven business environment.
• Ability to work on your own initiative.
• Adopts a pro-active approach to work, with a positive can-do attitude, enthusiastic, self-motivated, flexible and adaptable.
• Always maintains standards.

Your Experience and Education include:             

• 2- 3 years’ experience working in the IT sector and/or service desk.
• Experience working with 3rd party suppliers both locally and abroad.
• Experience in a high-pressured operations environment
• Experience with using IT Service Management tools.
• Proficient in Microsoft Office Suite of applications, such as Word, Excel, PowerPoint and Outlook.
• ITIL foundation Certification - Desirable
• Experience working with international customers - Desirable.
• Experience in adopting ITIL practices in enterprise environments - Desirable.
• Experience working internationally, collaborating with diverse cultures - Desirable.

Why apply? 

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something.  HID technology is behind billions of interactions, in more than 100 countries.  We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.  
 
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 61,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

 #LI-HIDGlobal