Vacancy: IT Service Desk Analyst (1 year FTC, Shift Based, renewable)
Location: Kuala Lumpur, Malaysia
Job Family: IT
Permanent
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 in either or both 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
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.
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
For any queries or should you require any reasonable adjustments to support your application please contact UKRecruit@matthey.com.
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To submit your application, please click the "Apply" button online.
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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.