Service Desk Analyst

Location: Teesside
Country: United Kingdom
Company Order Number: 8110
Job Family: BIS
# of openings: 1


Vacancy: Service Desk Analyst

Location: Teesdale

A little about us

Johnson Matthey is the global leader in sustainable technologies, applying our cutting-edge science to create solutions with our customers that make a real difference to the world around us. Our science and research helps to reduce pollution, relieve pain, restore hearing and boost crops.

Behind all of this, we’re an international business made up of many extraordinary parts. We have been in business for over 200 years. From a single office in London in 1817, we've built a global presence with significant operations in more than 30 countries. We support our customers' needs from 43 major manufacturing sites all around the globe, providing consistency and quality wherever they are.

What we need

We are actively seeking a Service Desk Analyst on a contract basis to be based in our Teesdale office.

Johnson Matthey’s global IT function is 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.

The purpose of this role is to provide a single point of contact / level one support for all user incidents and service requests. The role will be responsible for ensuring a disciplined, systematic, yet empathetic approach is delivered for incident and service request resolution.

Key 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 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 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 actively promote and market IT, including assisting with quality assurance and customer satisfaction surveys.

  • To improve user confidence in the use of IT, being empathetic to a variety of new and experienced learners needs.

  • Where necessary, act as the Major Incident Manager or “Controlling Mind” to restore a critical service to normal operation

 Are you the ideal candidate?

You will:

  • Be able to proficiently use and understand IT systems and applications (including MS Office and Outlook) and have a basic understanding of an IT administration role.

  • Have experience in a customer facing role and an understanding of ITIL principles, ideally being ITIL Foundation qualified.

  • Please note the working environment is fast-paced and there will be a requirement to deal with multiple enquiries at any one time.

  • Additionally,

How to apply:

A full job description is available on request from If you have the necessary skills and experience to join our team, please apply online

ohnson 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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