IT Service Desk Agent

About the role

Harbour Point IT Services Ltd is a Malta-based managed IT and support provider working with clients across iGaming, professional services and local SMEs. We operate a compact, collaborative support team based in the Gżira / Sliema business district and pride ourselves on reliable, fast service and ongoing staff development.

The IT Service Desk Agent will be the first point of contact for technical issues, handling calls, chats and emails via a ticketing system, performing troubleshooting, and escalating incidents to specialist teams when needed. You will work alongside system administrators and client account managers, gathering clear information, documenting actions and delivering user-friendly resolutions.

This is an excellent role for someone early in their IT support career who wants structured training, exposure to varied client environments and clear progression paths into desktop support, network administration or service desk leadership. We offer hybrid working, scheduled mentoring and hands-on certification support for the right candidate.

About Harbour Point IT Services Ltd

Harbour Point IT Services Ltd is a Maltese IT support and managed services provider serving local and international clients. We specialise in workplace support, cloud services and secure infrastructure tailored to SMEs and iGaming firms. Our team combines technical competence with practical customer service.

What you can expect

• Modern office in the Gżira / Sliema business district
• Hybrid working model (office + remote days)
• Training budget and certification support
• Clear internal progression paths

Key responsibilities

• Serve as first-line technical support via phone, email and chat; log and manage tickets in the ITSM system.
• Diagnose and resolve common user issues on Windows workstations, Office 365, printers and basic network connectivity.
• Perform password resets, account provisioning and basic Active Directory tasks under procedure.
• Follow incident prioritisation, escalate complex issues to senior technicians and communicate status updates to users.
• Document troubleshooting steps and maintain accurate ticket notes and knowledgebase articles.
• Assist with remote support sessions using standard remote-access tools and local on-site visits as required.
• Participate in scheduled shifts and occasional on-call rotation for after-hours support (compensated).
• Support onboarding of new employees by preparing equipment and initial configuration.

Requirements

• 1+ years’ experience in an IT support, helpdesk or customer service role (desktop support or service desk preferred).
• Good working knowledge of Windows 10/11, Microsoft 365 (Outlook, Teams, OneDrive) and common office applications.
• Experience with ticketing systems (e.g. Jira Service Management, Freshservice, Zendesk) and basic ITSM workflows.
• Strong English communication skills (spoken and written); Maltese or Italian is an advantage.
• Customer-focused attitude with clear phone manner, patience and problem-solving skills.
• Right to work in Malta or valid EU/EEA documentation (candidates must be able to legally work in Malta).
• Availability to participate in a rota for occasional out-of-hours support.

How to apply

Send your CV and a brief cover note explaining your experience and availability to [email protected] quoting the job title 'IT Service Desk Agent'.