IT Service Desk Analyst - Fixed Term Contract

Johnson Matthey; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking an IT Service Desk Analyst for a fixed-term contract. This role involves providing essential support to a large user base, ensuring incidents and service requests are managed effectively. You will play a key role in maintaining high standards of customer service while working within a dynamic IT environment. With a focus on collaboration and continuous improvement, this position offers a chance to contribute to a cleaner and healthier world through innovative technologies. If you are passionate about IT and customer service, this opportunity is perfect for you.

Qualifications

• Experience in a global IT Service Desk environment is essential.
• Strong customer service orientation and analytical skills are required.

Responsibilities

• Provide level one support for IT incidents and service requests.
• Ensure timely resolution of issues while maintaining customer satisfaction.

Skills

IT Service Desk Experience

Customer Service Skills

Analytical Skills

Proficiency in MS Office

Understanding of IT Systems

Tools

MS Office

Outlook

Job description

Vacancy: IT Service Desk Analyst – Fixed Term Contract

Location: Kuala Lumpur, Malaysia

Job Family: JM IT

Together for a cleaner, healthier world.

Johnson Matthey, a FTSE 100 company, 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 13,000 people. Johnson Matthey uses science to make the world cleaner and healthier. Over the past two centuries we have built our reputation and place as a global leader through quality, integrity, and innovation. Today, more than 93% of the group's sales come from products and services which provide sustainability benefits through the positive impact they have on the environment, resource efficiency and human health.

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 of circa 12,000-15,000 users with 2,000 tickets per week.

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.

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 and structured approach.

Closing date for applications: This job advertisement will be posted for a minimum of 2 weeks, early application is advised.

For any queries or should you require any reasonable adjustments to support your application please contact [e-mail].

To submit your application, please click the "Apply" button online.

Johnson Matthey 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.