IT Service Desk Team Lead Jobs at Johnson Matthey in Kuala Lumpur, Federal Territory of Kuala Lumpur

Published 10 months ago

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Johnson Matthey company opens jobs for IT Service Desk Team Lead positions in the Federal Territory of Kuala Lumpur region. The type of work we provide is Full-time.

The criteria for the employees we need are having Information Technology skills with Mid-Senior level experience, as well as employees who are honest, disciplined and responsible.

The Headhunters company itself is engaged in Chemical Manufacturing, of course if you are interested in applying for this company, you can register immediately.

Job Information

Company:Johnson Matthey
Position:IT Service Desk Team Lead
Region:Federal Territory of Kuala Lumpur, Kuala Lumpur - Federal Territory of Kuala Lumpur
Job Function:Information Technology
Seniority Level:Mid-Senior level
Employment Type:Full-time
Industry:Chemical Manufacturing

Job Description

Vacancy: IT Service Desk Team Lead
Location: Kuala Lumpa, Malaysia
Job Family: JMIT
Together for a cleaner, healthier world.
Johnson Matthey, a FTSE 100 company, 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 13,00 people. Johnson Matthey uses science to make the world cleaner and healthier. Over the past two centuries we have built our reputation and place as a global leader through quality, integrity, and innovation. Today, more than 93% of the group’s sales come from products and services which provide sustainability benefits through the positive impact they have on the environment, resource efficiency and human health, but that’s not enough. We have ambitious plans for growth and need talented individuals to help shape and lead us into our next century.
As the IT Service Desk Team lead 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 to provide excellent customer service.
Your purpose will be to lead the service desk team in tandem with 3 other team leads in creating a strong team culture to ensure high standards are met across all shifts. Your success will contribute towards our IT support function, for all part and geographies in JM which has a total user base is circa. 12,00-15,00 users with 2,00 tickets per week.
To be successful, we require all applicants be comfortable with the shift working pattern below:
Shift working: You will be required to work either of these shifts on a rotational basis:
Monday to Friday:
7am to 4pm
2pm to 11pm
10pm to 7am
Your responsibilities:

  • Own Service Desk KPI’s and ensure they are met. Customer satisfaction and incident management resolution metric being a key KPI
  • Manage the assignment, volumes, and tickets in analyst’s queue across the team
  • Manage escalations in a timely manner and show good escalation management
  • Able to run reports to demonstrate pain points and provide solutions

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 and structured approach.
  • Fluency in English, both written and verbal

How you will be rewarded:
We offer a competitive compensation and JM Elements benefits package including Bonus, excellent pension contributions and generous 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.
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 [email protected].
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.


  • gain experience
  • taught first
  • Get bonus if overtime

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Company Information

Johnson Matthey

Johnson Matthey is a global leader in science and technology, providing a wide range of advanced materials, catalysts, and services for a range of industries. The company develops and manufactures an array of products which are trusted worldwide for their quality, safety and performance. They have a presence in over 30 countries, with an international network of specialists and partners across Europe, the Americas, Asia Pacific, Africa, and the Middle East. Johnson Matthey is dedicated to preserving the environment and developing solutions that support the green economy, such as their sustainable fuel technology. This commitment to sustainability and advanced innovation makes them a valuable partner to their customers.

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