Service Desk Officer

About the Department

The Data Management & Business Intelligence (DMBI) function enables the MFSA to effectively manage, govern and leverage its data and digital information assets. It is responsible for data management and governance, data quality, enterprise reporting and analytics, business intelligence, records management, and key data platforms and solutions that support regulatory supervision and decision-making. DMBI works across the organisation to ensure data is trusted, accessible, well-governed and transformed into actionable insight, while enabling the Authority’s broader digital and data strategy. This role forms part of the Data Solutions team within the Data Management and Business Intelligence function. The team is pivotal in driving business efficiency and operational excellence by leveraging new and cutting-edge technologies and systems, primarily focusing on the Authority’s supervision and electronic records management processes. The team is dedicated to the development, implementation and continuous improvement of the Authority’s new digital solutions and ensuring its alignment with business objectives, thereby enhancing data quality, integrity, user productivity and the overall user experience.

About the Role

The Service Desk Officer will provide Level 1 support for the following systems and other applications supported by the Data Solutions team:

• SCMS (Supervisory Cycle Management System): A system supporting the Authority’s processes and regulatory applications.
• DocuHub: A SharePoint On-Premises solution supporting the storage, organisation, management and retrieval of documents.
• OPUS: An internal system for managing, tracking and governing physical records. The role serves as the first point of contact for internal and external users, handling incidents and service requests, coordinating with technical teams and suppliers, monitoring service levels and ensuring effective communication throughout the support lifecycle. The officer will also contribute to operational reporting, knowledge management and continuous service improvement.

Key Responsibilities Include:

• Log, categorise and prioritise incidents and service requests, ensuring tickets contain accurate information, supporting evidence and troubleshooting details to facilitate technical investigation.
• Provide Level 1 support, including initial troubleshooting, resolution of common application issues and fulfilment of standard service requests in accordance with established procedures and agreed SLAs.
• Escalate issues to Level 2, technical teams or suppliers as required, ensuring effective handover and continued follow-up until resolution.
• Monitor SLA performance, proactively chase technical teams and suppliers on outstanding tickets, flag potential breaches and escalate delays when necessary.
• Lead regular ticket review meetings with technical teams and suppliers to obtain updates, follow up on outstanding actions and missing closure information, and highlight overdue or at-risk tickets.
• Prepare operational reports and dashboards from the Service Management Tool, covering ticket status, volumes, SLA performance and outstanding issues for service review meetings.
• Communicate effectively with internal and external users, providing timely updates, assistance with application functionality and clear resolution information.
• Ensure resolution details are adequately documented, confirm with users that reported issues have been resolved where required, and communicate the resolution before ticket closure.
• Identify and flag recurring incidents and emerging trends for problem management and assist with major incident communication and coordination as required.
• Maintain and update user guides and knowledge base articles, as well as support documentation for activities assigned to Level 1, ensuring they reflect system changes and updated procedures.
• Contribute to improvements in the Service Management Tool, including ticket workflows, reporting, automation and usability.
• Work with Level 2 to progressively take over routine support activities and documented workarounds through training and knowledge transfer, improving first-line resolution.
• Ensure compliance with established ITSM processes, security policies and governance standards, while contributing to the continuous improvement of ITSM processes.
• Undertake any other duties as assigned by the Head and/or as may be required by the MFSA from time to time based on the exigencies of the Authority.

About you

This role calls for candidates with an academic qualification in Technology, Information Systems, Computer Science or a related discipline at National Qualifications Framework (NQF) Level 6 or higher, duly certified by the Malta Qualifications Recognition Information Centre (MQRIC), or a widely recognised professional certification at an equivalent level. Possession of ITIL v4 Foundation certification is considered desirable.

Candidates should also possess a minimum of three (3) years working experience in an area related to the role.

If you do not have the necessary academic or professional qualifications but you have at least seven (7) years of relevant experience, we would still be interested in speaking with you.

Skills and competencies:

• Excellent written and verbal communication skills in English, with strong interpersonal and customer service skills and the ability to engage professionally with internal and external users, technical teams, suppliers and management.
• Strong organisational and time-management skills, with the ability to manage competing priorities, meet deadlines and proactively follow up on outstanding actions.
• Confidence in coordinating meetings, obtaining updates, following up on agreed actions and escalating concerns when required.
• Good analytical, troubleshooting and problem-solving skills, with strong attention to detail and accurate documentation.
• The ability to prepare operational reports, analyse service management data and identify trends, supported by good Microsoft Office skills, particularly Excel.
• An understanding of IT service management principles, including incident management, service requests, SLA monitoring and escalation. Experience with ITSM tools such as Jira Service Management is an advantage.
• Familiarity with enterprise applications would be considered an advantage.
• A genuine interest in technology, patience and willingness to learn complex systems and business processes, including taking on additional routine support activities following appropriate training.
• The ability to work independently and collaboratively, demonstrating ownership, initiative, adaptability and a commitment to continuous improvement.

Other Important Information

The MFSA is an Equal Opportunities Employer as certified by the NCPE (National Commission for the Protection of Equality) and is committed to a policy of equal opportunity in all aspects of employment and will take care to avoid any form of discrimination in its recruitment procedures. The MFSA reserves the right to withdraw this call at any time and not to select any of the Candidates.

It is the responsibility of applicants in possession of qualifications awarded by Universities and other similar institutions outside Malta to produce a recognition statement on comparability of qualifications issued by the Malta Qualifications Recognition Information Centre (MQRIC). Applicants should do so preferably at application stage or otherwise at the preliminary interview should an applicant be selected for such interview. Details can be obtained by accessing the National Commission for Further and Higher Education website on www.ncfhe.gov.mt under MQRIC heading.

The MFSA shall ensure that any processing of personal data is in accordance with Regulation (EU) 2016/679 (General Data Protection Regulation), the Data Protection Act (Chapter 586 of the Laws of Malta) and any other relevant European Union and national law. For further details, you may refer to the Data Protection Policy on the MFSA webpage www.mfsa.mt. Candidates are to note that the submission of any false statement/s or omission, even if unintended, may lead to the cancellation of their application and may render the candidate's appointment liable to termination.

Furthermore, please note that candidates may be asked to submit any documentation in support of the information provided, including but not limited to, proof of qualifications and Police Conduct Certificates.

Public Call Permit: 968/2026