Service Desk Analyst

Vacancy: Service Desk (1 Year Contract, Rotational Shift)

Location: Kuala Lumpur

Job Family: IT

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.

Johnson Matthey, a FTSE 250 organisation, 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 12,600 people. We have more 200 years of success behind us; be part of the next stage of our growth journey and help maintain our reputation as one of the most admired organisations in our field. Our unique culture and people give us competitive advantage and will ensure our success for years to come. You can be part of that success story.

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.
• Offer 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:

• Able to work on shift and based in the office. Shift pattern would be rotational based on the following patterns; Monday to Friday. 2pm -11pm/ 10pm to 7am OR 4 days Work, 3 days Off 7am to 7pm / 7pm to 7am
• 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.

How You Will Be Rewarded:

We offer a competitive compensation and benefits package including bonus, 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.