Service Desk Analyst

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

At Johnson Matthey, your work will matter. As an IT Service Desk Analyst, you’ll join a world leader in platinum group metals with over 200 years of history. Using advanced metals chemistry, you’ll help tackle the world’s biggest challenges - cutting emissions, powering modern life and supporting life‑saving technologies - by applying, refining and recycling metals that matter for a healthier, more sustainable, circular future.

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.

The role:

• Actively identify, assess, record, resolve or escalation 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.

Key skills that will help you succeed in this role:

• Experience working within an IT Service Desk within a global / multi-national organization.
• 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.

Even if you only match some of the skills, we’d love to hear from you to discuss further!

Note: Applicants must be comfortable to work on shifts 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

What we offer:

We make sure salaries are fair, competitive and aligned to individual roles, experience and responsibilities. We are also supportive of hybrid and flexible working and where applicable, offer life, medical and other benefits that support our employees’ financial and physical wellbeing, such as:

• EPF Employer contribution of 15%
• Life Insurance, Medical Coverage for Dependents
• Dental and Optical Claims (Pay and Claim – for Employee)
• Competitive annual bonus plan

Ready to make a meaningful impact on your career and the environment? Join us and help shape a sustainable future while advancing your career!

At JM, inclusivity is central to our values. We create an environment where everyone can thrive, embracing diverse perspectives to tackle challenges and ensure all colleagues feel valued and connected.

For any queries or accessibility requirements, please contact [e-mail]. We will work with you to make suitable adjustments at any stage of the recruitment process. All conversations are confidential, and your feedback is welcome to help us provide an accessible and positive recruitment experience.

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

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.