IT Service Desk Analyst

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. users with 2000 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 Mattheys 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.

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 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.