Vacancy: IT Service Desk Analyst Location: Kuala Lumpur, Malaysia Job Family: IT Permanent Together for a cleaner, healthier world. As the IT Service Desk Analyst you will be responsible for ensuring a disciplined, systematic, yet empathetic approach is delivered for incident and service request resolution whilst ensuring consistent standards and processes are followed, whilst providing excellent customer service. Your purpose will be to provide a single point of contact or level one support for all business users, registering and classifying Incidents and Request fulfilment and undertaking an immediate effort to restore a failed IT service as quickly as possible. Your success will contribute towards our IT support function, for all part and geographies in JM which has a total user base is circa. 12,000-15,000 users with 2,000 tickets per week. To be successful, we require all applicants be comfortable with the shift working pattern below: Shift working: Will work on shift on a rotational basis in either of the below shifts: 2 PM to 11 PM / 10 PM to 7 AM - Monday to Friday 7 AM to 7 PM / 7 PM to 7 AM - 4 days 3 days off Johnson Matthey IT (JMIT) is Johnson Matthey's global IT function responsible for ensuring that our IT capabilities are not only able to support and integrate technologies but can also offer insight into future IT tools that could provide us with a competitive edge and improved operating efficiencies. Your responsibilities: Actively identify, assess, record, resolve or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner. Provide support and advice on IT related issues, ensuring the best use of IT systems, influencing changes to working practices where a need is identified. Offering advice to end users on all areas of IT, troubleshooting issues and ensuring trust and confidence in JM IT is maintained. Ensure standards are met - this includes working as part of a team, sharing knowledge and working together to increase performance standards. To ensure effective communication within JM IT teams and the business through the systematic execution of incident and service request processes - this includes making timely announcements to the business on systems availability and maintenance windows. To improve user confidence in the use of IT, being empathetic to a variety of new and experienced learners needs and where necessary work alongside the Major Incident Manager to restore a critical service to normal operation. Requirements for the role: Experience working within an IT Service Desk within a global / multi-national organisation. Proficiency in use and understanding of IT systems and applications (including MS Office and Outlook). The ability to demonstrate a customer-service attitude with the ability to balance competing priorities. An analytical nature, with a thorough with a structured approach. Fluency in English, both written and verbal ITIL Foundation certified / experience working within an ITIL environment. At JM, an inclusive culture is integral to our values and ambitions for the future. We are committed to ensuring that everyone can bring their full self to work and thrive in their career. Welcoming everyone to JM, regardless of their unique characteristics, experiences or thoughts allows us to bring many different voices and experiences together to tackle the world's biggest challenges. Being truly inclusive means that all colleagues feel valued for their differences, views and contributions, and feel a sense of belonging at JM . Johnson Matthey, a FTSE 250 organisation, is a global leader in sustainable technologies specialising in catalysis, precious metal products, chemicals and process technology. With operations in over 30 countries, we employ more than 12,600 people. We have more 200 years of success behind us; be part of the next stage of our growth journey and help maintain our reputation as one of the most admired organisations in our field. Our unique culture and people give us competitive advantage and will ensure our success for years to come. You can be part of that success story. Johnson Matthey is open for discussion on part-time, job share and flexible working patterns. To submit your application, please click the 'Apply' button online. All applications are carefully considered and your details will be stored on our secure Application Management System. This is used throughout Johnson Matthey for the selection of suitable candidates for our vacancies as they arise. Johnson Matthey respects your privacy and is committed to protecting your personal information. For more information about how your personal data is used please view our privacy notice: Johnson Matthey Privacy Notice. By applying for this role and creating an account you are agreeing to the notice. Johnson Matthey Plc is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, marriage or civil partnership, pregnancy or maternity, religion or belief.
