Issue link: https://maltatoday.uberflip.com/i/1446843
maltatoday | SUNDAY • 30 JANUARY 2022 12 COMMERCIAL Service management at MITA is about PAUL COCKS Joanna, what do you do with- in the Service Call Centre? I started with MITA as a student under the Student Placement Programme and was then chosen as a Techni- cal Services Officer. I was to- tally green when I started but I found a structured learning programme in place. My col- leagues were a big help and I soon found my feet in my new role. I provide assistance to any of our clients who need tech- nical help. This means I am constantly involved in systems that are of national impor- tance, such as health, COVID, the police, government in gen- eral and other entities. What I like most about work- ing in the Service Call Cen- tre is the sense of camarade- rie across the agency. When you're in difficulty you know help will not be long com- ing. That makes you improve everyday. And with around 400 service calls a day arriving within the centre, there is a lot of opportunity to learn. I believe the Call Centre is a crucial pillar within MITA's structure because, if this inter- face between the agency and its clients does not function, MITA's very reputation across the board would suffer. This is what drives me to give my 100% every day. Noel, what can you tell us about Internal Systems? Our team has a clear role: to create and manage the systems that MITA uses internally and that are not used by our cli- ents within their own struc- tures. These include ticketing systems, inventory control and even portals where clients can log in and submit requests for assistance that are then dealt with automatically. Like Joanna, I found a lot of help when I started working there and was immediately accepted as part of the team. Of course, I was excited to work at MITA. First of all be- cause we are involved in pro- jects that government spends millions on. But also because MITA's mission is so crucial. The team is like a family and I quickly settled into my job and soon started contributing to our team's efforts. Our principal area of interest is software development. We deal with different program- ming languages and we discuss issues related to software en- gineering, data analytics and similar areas on a daily basis. I believe that the value our team adds to MITA's overall national effort is what fuels me to give my utmost every day. There are other things that make working for MITA so enjoyable, including many tangible benefits that also help our families, such as insur- ance, mobile line and remote working and other things like recognition awards and social events. Silvan, what about your role The Service Management Department within the Malta Information and Technology Agency provides a number of crucial services. MaltaToday sat down with Joanna, from MITA's service call centre, Noel from Internal Systems and Silvan from the Network Operations Centre, to learn more I believe the Call Centre is within MITA's structure between the agency and its function, MITA's very reputation would suffer. This is what 100% every day. Joanna Debono Noel D'Anastasi Silvan Xerri