IT Service Desk Assistant Team Lead

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

Job summary

Join a forward-thinking company as an IT Service Desk Assistant Team Lead, where you will play a pivotal role in ensuring efficient IT support services. This position offers the opportunity to guide junior team members and optimize workflows while addressing complex incidents. With a focus on collaboration and skill development, you will work closely with various IT teams to enhance service quality and efficiency. Embrace growth opportunities in a dynamic environment dedicated to inclusivity and professional development, all while enjoying a competitive compensation package.

Benefits

Competitive Compensation

Excellent Pension Contributions

Generous Annual Leave

Growth Opportunities

Collaborative Environment

Skill Development

Qualifications

• Experience in a global IT Service Desk environment.
• Proficiency in IT systems and applications.

Responsibilities

• Support the Service Desk Team Lead in maintaining workflow efficiency.
• Act as the first point of escalation for complex issues.

Skills

IT Service Desk Experience

Problem-Solving Skills

Communication Skills

ITIL Foundation Certification

Analytical Skills

Tools

BMC Helix

MS Office

Outlook

Job description

Vacancy: IT Service Desk Assistant Team Lead

Location: Kuala Lumpur, Malaysia

Job Family: IT

Permanent

Together for a cleaner, healthier world.

The Assistant Team Lead / Service Desk Coordinator is a critical role designed to support the Service Desk team in delivering efficient, high-quality IT support services. This position does not involve direct people management but requires the individual to provide guidance to junior team members, assist in workflow optimization, and handle complex incidents when needed.

In addition to providing leadership support, the Assistant Team Lead will be expected to answer incoming support calls and work on tickets during busy periods or when coverage is required.

To be successful, we require all applicants be comfortable with the shift working pattern below:

Shift working: You will be required to work on this shift
Monday to Friday:

7 AM to 4 PM
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:

• Support the Service Desk Team Lead by helping to maintain workflow efficiency, ensuring team members have the resources and information needed to perform their roles.
• Assist in the coordination and prioritization of support requests, ensuring that critical issues are addressed swiftly.
• Act as the first point of escalation for complex or unresolved issues that cannot be immediately handled by junior team members
• Serve as a mentor to junior team members, providing guidance on troubleshooting, ticket management, and communication with end-users. Ensure standards are met – this includes working as part of a team, sharing knowledge and working together to increase performance standards.
• Work closely with other IT teams to build a strong working relationship between the Service Desk and other L2/L3 teams
• To assess day to day working practices and introduce practical process / service improvement
• Participate in the identification and documentation of recurring issues and collaborate with the team to develop solutions or workarounds.
• Assist with identifying opportunities for process improvements to enhance the efficiency and quality of service.
• Document solutions and best practices to improve the knowledge base and enable self-service options for users.
• Handle special projects or tasks as directed by the Service Desk Team Lead or Service Desk Manager.
• Participate in training and development initiatives to improve team performance and technical knowledge.
• Handle incoming escalations from the business
• Answer incoming support calls and address tickets when required

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).
• Familiarity with ITSM platforms, experience with BMC Helix is a plus
• Excellent problem-solving abilities and a proactive approach to identifying and resolving issues.
• An analytical nature, with a thorough and structured approach.
• Strong communication skills with fluency in English, both written and verbal
• ITIL Foundation certified

Why Join Us?

• Growth Opportunities: While this role does not involve direct people management, there are ample opportunities to grow within our team, with potential for future leadership positions.
  
• Collaborative Environment: Work with a dynamic team of professionals who are dedicated to delivering excellent IT support to our users.
  
• Skill Development: Expand your technical and troubleshooting skills while also gaining exposure to service management processes.

How you will be rewarded:

We offer a competitive compensation and benefits package including b onus, excellent pension contributions and generous annual leave .

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 is open for discussion on part-time , job share and flexible working patterns .

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

For any queries or s hould you have any accessibility requirements, please contact [e-mail] who will work with you to implement suitable adjustments at any stage of the recruitment process. All conversations are treated in the strictest of confidence and we would appreciate your feedback to ensure we can provide an accessible and enjoyable recruitment process.

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.