IT Service Desk Analyst

Johnson Matthey; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A global technology company located in Kuala Lumpur is seeking an IT Service Desk Analyst. This role involves providing first-level support, ensuring effective incident resolution, and delivering excellent customer service. Ideal candidates should have experience in an IT service desk setting, proficiency in IT systems, and possess strong analytical skills. The position requires shift work, including evenings and nights, and offers the chance to contribute to the efficiency of IT operations for a large user base.

Qualifications

• Experience working within an IT Service Desk in a global organization.
• Proficiency with IT systems and applications including MS Office and Outlook.
• Ability to demonstrate a customer-service attitude while balancing priorities.
• Analytical nature with a structured approach.
• Fluency in English, both written and verbal.
• ITIL Foundation certification or experience in an ITIL environment.

Responsibilities

• Identify, assess, record, resolve or escalate incidents and service requests.
• Provide support and advice on IT related issues.
• Troubleshoot IT issues and maintain trust in IT services.
• Ensure effective communication within IT teams and the business.
• Work alongside the Major Incident Manager when necessary.

Skills

Customer-service attitude

Analytical skills

Experience with IT systems

Fluency in English

Education

ITIL Foundation certification

Tools

MS Office

Outlook

Job description

Overview

Vacancy: IT Service Desk Analyst

Location: Kuala Lumpur, Malaysia

Job Family: IT

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:

2 PM to 11 PM

10 PM to 7 AM

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.

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 the 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.