Service Desk Analyst

About the role

TOPPAN Security, the international development arm of the TOPPAN Group in the security domain, is hiring a Service Desk Analyst based in Malta. The role coordinates and manages incidents and service requests through the company's service management tool, acting as a key contact between customers, internal technical teams and third-party providers so that incidents are prioritised, escalated, tracked and resolved within contractual Service Level Agreements.

Key responsibilities

• Coordinate incident management and track escalations through the service management tool, keeping resolution within agreed SLAs
• Prioritise incidents by impact and urgency, escalate major incidents to the Service Desk Lead, and provide Level 1 support where knowledge is available
• Respond to service requests, calls and emails, and ensure escalations carry enough information for receiving teams
• Assist with asset management, including stock and spare parts
• Support the investigation of recurring incidents, maintain the Known Error Database and knowledge documentation
• Compile service reports, monitor service metrics and help document and improve internal processes
• Communicate with customers, technical teams and third-party providers, representing the company professionally

Required profile

• 2-3 years of experience in IT, service desk, IT support or a related environment
• Experience with third-party suppliers locally and internationally, and in a high-pressure, customer-focused setting
• Practical experience using IT service management / service desk tools
• ITIL Foundation certification desirable; experience applying ITIL in an enterprise environment desirable
• Excellent written and spoken English, and good customer-facing and listening skills
• Eligible to work in Malta/EU and able to obtain the required security clearance; some international travel (up to about 10%) and occasional flexibility in hours may be needed

Required skills

• Good working knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• ITIL practices