Global IT Service Desk Analyst - Hybrid & Flexible Hours

Matthey; Kuala Lumpur; On-site; MYR 48,000 - 72,000; Full time

Benefits offered by this job

EPF Employer contribution 15%

Life Insurance, Medical Coverage for D

Dental and Optical Claims

Competitive annual bonus

Job summary

Johnson Matthey Plc in Malaysia is seeking an IT Service Desk Analyst to be the single point of contact for business users, logging incidents and requests and taking immediate steps to restore services, supporting a global IT environment with thousands of users.

The role emphasizes strong English communication, customer service, and the ability to work within ITIL processes, with rotational shifts and a focus on delivering reliable IT support across JM locations.

Qualifications

• Experience in an IT Service Desk within a global/multinational organization.
• Proficient with IT systems and applications (including MS Office and Outlook).
• Customer-service oriented with ability to balance competing priorities.
• Analytical with a structured approach to problems.
• Fluent in English (written and spoken).
• ITIL Foundation certified or experience in ITIL environment.

Responsibilities

• Actively identify, assess, record, resolve or escalate incidents and service requests within defined timeframes.
• Provide support and advice on IT-related issues and best practices.
• Offer guidance to end users on IT matters and ensure trust in JM IT.
• Uphold standards by collaborating within the team and sharing knowledge.
• Communicate effectively within JM IT and business units about incidents and maintenance windows.
• Assist in restoring critical services, working with Major Incident Manager when needed.

Skills

IT Service Desk

MS Office

Outlook

Customer service

Analytical thinking

English fluency

ITIL Foundation

Job description

Johnson Matthey Plc in Malaysia is seeking an IT Service Desk Analyst to be the single point of contact for business users, logging incidents and requests and taking immediate steps to restore services, supporting a global IT environment with thousands of users.

The role emphasizes strong English communication, customer service, and the ability to work within ITIL processes, with rotational shifts and a focus on delivering reliable IT support across JM locations.