A vacancy has arisen for the position of a Service Desk Agent within Joseph Cachia & Son Limited, a subsidiary company within the M. Demajo Group. Joseph Cachia & Son Limited, besides representing world renowned brands, supplies, distributes and maintains money handling equipment, queuing systems, noise, and air monitoring equipment to commercial and industrial entities. Furthermore, the company has a fully trained technical team providing a 24-hour round the clock maintenance and support service. Joseph Cachia & Son Limited has also developed strong business relationships with leading suppliers some of whom it has teamed up with, to successfully bid for large-scale tenders involving complex infrastructural projects in the field of energy, the environment and security.
Based in Malta and reporting directly to the Head of Operations – Technical Division, the chosen candidate will be performing the following main duties amongst others:
- Managing support requests that originate through a range of channels, such as email, walk-ins, and telephone.
- Gathering information through customer interactions and investigating and resolving any queries or issues with immediate effect.
- Escalating to superior any issues which are outside the scope of own capability and following up the matter thus ensuring the highest level of service.
- Resolving minor technical issues with the primary focus being customer satisfaction and fast turnarounds.
- Responsible for all the customers’ logged incident service requests.
- Maintaining comprehensive records of service requests and knowledge base articles to assist in future resolution of issues as per ISO9001.
- Performing any administration duties such as filing, updating customer and supplier folders.
- Issuing service-related invoices when necessary.
The ideal candidate must:
• Have basic technical knowledge and problem-solving abilities thus devising technical and original solutions to customer’s problems;
• Have excellent communication skills in both Maltese and English;
• Have excellent time management skills and the ability to prioritise and perform effective multi-tasking;
• Be a team player thus meeting customer’s expectations.
Applicants possessing specialised certifications, such as ITIL, and proficiency in a variety of Microsoft products will be given preference.
All personal details will be treated in strict confidence.
