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Position Description

IT Service Desk Analyst (Japanese Speaking )
Location Malaysia - Kuala Lumpur
Sector Corporate
Requisition Number 13561
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Vacancy: IT Service Desk Analyst – Japanese Speaking

Location: Kuala Lumpur, Malaysia

Job Family: IT


Competitive salary & benefits package 

Together for a cleaner, healthier world.

As the IT Service Desk Analyst (Japanese 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, 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:

Core-Shift working: the working hours for this role are 8am – 5pm MYT.

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 and have the ability to speak Japanese (which is essential)
  • ITIL Foundation certified / experience working within an ITIL environment.

How you will be rewarded:

We offer a competitive compensation and JM Elements benefits package including Bonus, excellent pension contributions and 25 days annual leave; Our JM Elements Benefits programme helps our employees understand and manage the JM benefits, as well as help them focus on your overall wellbeing – for you and your family.

We use our inspiring science and technology to enhance lives. For those who are passionate about sustainable solutions and shaping our markets, we offer stretch and a wealth of diverse opportunities.

We’ll give you freedom to bring your whole self to work and be part of a team where difference matters and all voices are heard, that genuinely cares for you and where your contribution is appreciated. We’ll empower you to lean in and make things happen, to create solutions and value for our customers. United by our values and vision, we’re self-starters, sharing the same values and accountability and always with a shared commitment to doing the right thing. We’re passionate about making a difference and delivering a better tomorrow for us and for you – a cleaner and healthier world, today and for future generations.

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 contact   

Closing date for applications: 25 January 2022

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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