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 serves as the international development arm of the TOPPAN Group in the security domain founded in 1900. TOPPAN is a trusted Japanese brand renowned for its commitment to exceptional quality. Building on this legacy, 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.

Join us and be part of a global, collaborative team where trust and innovation drive everything we do.

ABOUT THE ROLE

The Service Desk Analyst is responsible for coordinating and handling incidents through the company management tool, ensuring that the issues are dealt with in a timely manner and according to contract service level agreements (SLAs). This is a full-time role which will be based in Malta.

Main missions:

Incident & Asset Management

• Coordinate the incident management process as per ITIL framework, through the company Service Management Tool
• Tracking and escalation of all incidents across the portfolio so they are resolved within SLA (or as close as possible)
• Manage customer requests and prioritize incidents accordingly, including escalation of Major Incidents to the Incident Manager.
• Provide telephone assistance to our customer Helpdesk through the company phone system/company mobile
• Support Level 1 user issues whenever relevant knowledge has been already acquired or documented.
• Ensure all data within the service tool is kept up to date and accurate.
• Respond to all requests for service in a timely manner.
• Respond to calls and emails from customers, and service providers.
• Ensure all escalations follow best practice, containing sufficient quality information for the receiving party to engage immediately.
• Assist key stakeholders in Asset and Configuration Management (including Stock and Spares)

Problem and Knowledge Management

• Pull in additional resources when needed e.g., specialist teams or people for specific issues or opportunities.
• Update and maintain the Known Error database/register.

Service Management & Continuous Service Improvement

• Compile reports for internal or external use sourced from the company service management tool
• Collaborate with the customer and support teams to identify and manage service improvement activities.
• Assist with the monitoring of performance metrics with escalations as appropriate
• Assist with documentation and review of internal processes and procedures

Collaboration and Stakeholder Management

• Support the customers through email as well as through the Service Management Tool and calls where necessary.
• Ensure customer satisfaction, escalating concerns over service deliverables, escalating customer satisfaction issues when required to management
• Communicating across organisational boundaries from support engineers to senior management
• Liaise with internal teams and 3rd parties as required, supporting incident investigations into hardware, software, and peripheral incidents.
• Maintain effective communication across the board in terms of technical team members
• Build a personal relationship with the team and key customer staff.
• Represent the company in an efficient and courteous way with emphasis on customer care.
• Other duties may be assigned as required.

ABOUT YOU

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 2- 3 years’ experience working in the IT sector and/or service desk.
• Experience working with 3rd party suppliers both locally and abroad.
• Experience in a high-pressured operations environment
• Experience with using an IT Service Management tools.
• Proficient in Microsoft Office Suite of applications, such as Word, Excel, PowerPoint and Outlook.
• ITIL foundation Certification - Desirable
• Experience working with international customers - Desirable.
• Experience in adopting ITIL practices in enterprise environments - Desirable.
• Experience working internationally, collaborating with diverse cultures - Desirable.

Language Skills

• Ability to effectively communicate in the English language, both verbally and in writing.

• Ability to effectively communicate in another international language - Desirable.

Expectations

• Excellent customer facing skills.
• Excellent interpersonal skills.
• Ability to listen and understand information and to interpret stakeholder and customer needs.
• Ability to operate efficiently, effectively and professionally within a fast paced, dynamic and results driven business environment.
• Ability to work on your own initiative.
• Adopts a pro-active approach to work, with a positive can-do attitude, enthusiastic, self-motivated, flexible and adaptable.
• Always maintains standards.

Work Environment

• Needs to collaborate with all areas of the business providing comprehensive but succinct information as required.
• Empowerment: We have trust in people
• Innovation: We have the courage to change
• Integrity: We stand up for what’s right
• Collaboration: Stronger together and embrace diversity
• Work from home – limited to applicable guidelines– therefore a suitable internet connection is required.
• A laptop and mobile will be provided if required.

Work Requirements

• Compliance with all relevant customer and company Global policies and procedures related to Quality, Security, Safety, Business Continuity, Environmental systems, and laws.
• Should be able to accommodate slight changes in working hours such as collaborative work with stakeholders in different time zones.
• Must be legally eligible to work in the EU.
• Security clearance or vetting (Clearance requires candidate to be an EU Citizen or has been regularly working within the EU for the past 5 years).

TOPPAN is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, gender, sexual orientation, age, color, religion, national origin, veteran status, or disability.