- 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.
- Able to work from 2pm to 11pm based in office
- 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.
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IT Service Desk Analyst - Malaysia, Kuala Lumpur - Johnson Matthey
Description
Vacancy: Service DeskLocation: Kuala Lumpur
Job Family: IT
As the IT Service Desk Analyst (German Speaking) 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 (both English and German speaking), 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: Core shift working hours 2 PM to 11 PM Monday to Friday
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:
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 [HIDDEN TEXT].
How to apply:
If you have the necessary skills and experience to join our team, please apply online. For any queries or should you require any reasonable adjustments to support your application please let your recruiter know when they contact you.
If you are already a Johnson Matthey Employee, please visit the internal careers site to apply: Find Jobs - Workday )
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
You will be contacted by the Johnson Matthey Talent Acquisition team once your details have been reviewed. Please allow four weeks from the closing date to allow for screening to take place.
We appreciate the time and effort taken in completing an application.
By applying for this role and creating an account you are agreeing to Johnson Matthey Privacy 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.
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