Service Desk Analyst

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. …