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IT Service Desk Analyst Job Opening In Kuala Lumpur – Now Hiring Johnson Matthey


Job description

Vacancy: IT Service Desk Analyst

Location: Kuala Lumpur, Malaysia

Job Family: IT

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:

  • 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:

  • 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:

  • 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.

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.

Seniority level

  • Entry level

Employment type

  • Full-time

Job function

  • Information Technology
  • Industries: Chemical Manufacturing

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Required Skill Profession

It & Technology


  • Job Details

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Unlock Your IT Service Potential: Insight & Career Growth Guide


Real-time IT Service Jobs Trends (Graphical Representation)

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6967 Jobs in Malaysia
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1602 Jobs in Kuala Lumpur
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Download It Service Jobs Trends in Kuala Lumpur and Malaysia

Are You Looking for IT Service Desk Analyst Job?

Great news! is currently hiring and seeking a IT Service Desk Analyst to join their team. Feel free to download the job details.

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The Work Culture

An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Johnson Matthey adheres to the cultural norms as outlined by Expertini.

The fundamental ethical values are:

1. Independence

2. Loyalty

3. Impartiapty

4. Integrity

5. Accountabipty

6. Respect for human rights

7. Obeying Malaysia laws and regulations

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The average salary range for a varies, but the pay scale is rated "Standard" in Kuala Lumpur. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

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Interview Tips for IT Service Desk Analyst Job Success

Johnson Matthey interview tips for IT Service Desk Analyst

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Before the Interview:

Research: Learn about the Johnson Matthey's mission, values, products, and the specific job requirements and get further information about

Other Openings

Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.

Dress Professionally: Choose attire appropriate for the company culture.

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Final Thought:

To prepare for your IT Service Desk Analyst interview at Johnson Matthey, research the company, understand the job requirements, and practice common interview questions.

Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Johnson Matthey's products or services and be prepared to discuss how you can contribute to their success.

By following these tips, you can increase your chances of making a positive impression and landing the job!

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