Service Desk Analyst

Job description

About Us At TOPPAN Security, our mission is to shape a meaningful, technology-driven future by being a global leader in mission-critical identity and payment technologies. We are the international development arm of the TOPPAN Group in the security domain, founded in 1900. TOPPAN is a trusted Japanese brand renowned for exceptional quality. We combine bold ideas, deep sector expertise, and collaborative intelligence to deliver secure, future-ready solutions. Our culture is grounded in four core values: Agility, Ownership, Resilience, and a Sense of Fun . We move fast, lead with accountability, grow through challenges, and bring positive energy into everything we do. About the Role and What You'll Do The Service Desk Analyst is responsible for coordinating and managing incidents and service requests through the TOPPAN Security service management tool, ensuring issues are handled efficiently and in accordance with contractual Service Level Agreements (SLAs). Based in Malta, you will act as a key point of contact between customers, internal technical teams, and third-party service providers, ensuring incidents are prioritised, escalated, tracked, and resolved while maintaining high standards of service and customer satisfaction. Incident & Asset Management Coordinate incident management in accordance with ITIL practices through the TOPPAN Security Service Management Tool. Track and escalate incidents across the service portfolio, ensuring resolution within agreed SLAs wherever possible. Manage customer requests and prioritise incidents based on impact and urgency, including escalation of Major Incidents to the Service Desk Lead or designated incident lead. Provide Level 1 support for user issues where appropriate knowledge is available or documented. Maintain accurate and up-to-date information within the service management tool. Respond promptly and professionally to service requests, customer calls, and emails. Ensure escalations contain sufficient and accurate information for receiving teams to act immediately. Assist stakeholders with Asset Management activities, including stock and spare-parts management. Problem & Knowledge Management Engage specialist teams or additional resources when required. Support the investigation and resolution of recurring incidents and problems. Maintain and update the Known Error Database/Register and relevant knowledge documentation. Service Management & Continuous Improvement Compile internal and external service reports using information from the service management tool. Assist with monitoring service performance metrics and escalating issues where appropriate. Collaborate with customers and support teams to identify and manage service improvement activities. Assist with documenting, reviewing, and improving internal processes and procedures. Collaboration & Stakeholder Management Support customers through email, telephone, and the Service Management Tool. Maintain a strong customer focus and escalate service delivery or customer satisfaction concerns when required. Communicate effectively across organisational boundaries, from technical support engineers to senior management. Liaise with internal teams and third-party providers during investigations involving hardware, software, and peripheral incidents. Maintain effective communication with technical teams and stakeholders. Build strong working relationships with customers, colleagues, and key customer contacts. Represent TOPPAN Security professionally, efficiently, and courteously, with a strong focus on customer care. About You Experience & Knowledge 2–3 years of experience in IT, Service Desk, IT Support, or a related environment. Experience working with third-party suppliers locally and internationally. Experience working in a high-pressure, customer-focused environment. Practical experience using IT Service Management / Service Desk tools. Good working knowledge of Microsoft Office, including Word, Excel, PowerPoint, and Outlook. ITIL Foundation certification is desirable. Experience applying ITIL practices in an enterprise environment is desirable. Language Skills Excellent written and verbal communication skills in English. Key Competencies Excellent customer-facing and interpersonal skills. Strong listening and communication skills, with the ability to understand customer and stakeholder needs. Strong organisation and ability to manage multiple priorities. Ability to work efficiently and professionally in a fast-paced, dynamic, results-driven environment. Ability to work independently and use initiative. Proactive, positive, solution-oriented, flexible, and adaptable approach. Strong attention to detail and commitment to maintaining service standards. Ability to communicate technical information clearly to different audiences. Strong collaboration and teamwork skills. Work Requirements Some flexibility in working hours may be required to support stakeholders across different time zones. Must be legally eligible to work in Malta/EU and internationally as required. Must be able to obtain the required security clearance for national-level operations. Some international travel may be required, including training and other business purposes, up to approximately 10% . Why Join TOPPAN Security? Join a global, collaborative, and fast-moving environment where people, trust, and innovation matter. At TOPPAN Security, you will work with international teams, contribute to mission-critical technology and security solutions, and develop your career in an organisation that values Agility, Ownership, Resilience, and a Sense of Fun . TOPPAN Security is an Equal Opportunity Employer. All qualified candidates will be considered without regard to gender, sexual orientation, age, colour, religion, national origin, veteran status, disability, or any other protected characteristic.