Hybrid Service Desk Analyst – 1st & 2nd Line

at Toyota (GB) plc

• Job title: Service Desk Analyst – 1st & 2nd Line
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: ITSM, ServiceNow
• Location requirements: Hybrid, Epsom, United Kingdom

About the role

• Service Desk Analyst providing technical support and managing service requests for Toyota Financial Services UK. Working in a hybrid environment to resolve technical issues and support users.

Responsibilities

• Ensure all incidents and service requests are successfully logged and accurately identified, categorised, prioritised, diagnosed and managed in the Service Desk IT service management tool, while delivering excellent and clear communications of incidents, service requests and service updates to our customers within agreed timescales.
• Delivery of first-class customer service; ensuring the customer is satisfied with the resolution of the call prior to closure. Keep detailed, accurate and consistent records for the teams’ calls to ensure they are updated regularly, and that the customer is kept informed.
• Work with third parties and colleagues to investigate, accurately diagnose, analyse & resolve issues and service interruptions and to resume normal service as soon as possible, following the approved incident management process.
• Refer all requests that cannot be directly resolved at Service Desk level to the appropriate person, team or service provider whilst ensuring the customer is communicated to effectively.
• Escalate Major Incidents or complaints as appropriate.
• Identify and report recurring incidents to BTS Service Desk Management team to prevent problems.
• Attend bi-weekly problem management meeting where required to represent the Service Desk.
• Attend Weekly CAB where required to present and represent Service Desk changes whilst feeding back any other changes that may impact services pertinent to Service Desk operation and ensuring key stakeholder approval and communications are maintained.
• Utilise project management methodology and agile practices, where appropriate, to enhance communication and assist in planning for any development or change to service offerings within the BTS department.
• Take active role in any assigned Project work as required and act as a Service Desk representative.
• Provide a welcoming, friendly, customer focussed and professional attitude to all users and adapting to different situations dependent upon audience.
• Create and maintain a positive employee culture of good communications, customer care and continual improvement.
• Support and assist other team members (both immediate and wider Department) where required.
• Work a weekly rotated shift pattern covering the following support hours 07:00-18:00 Monday-Friday. You will also work a Saturday shift approximately 1 in every 4 weeks covering the hours 09:00-17:00; provide cover during Bank Holidays throughout the year and be on call 1 in every 4 Sundays from the hours of 06:00-18:00. Some travel and additional out of hours work may also be required to meet project deadlines at peak times of year.
• To maintain good working relationships with end users and departments within the organisation and 3rd party company representatives to ensure that satisfactory support, supply and maintenance of services is provided.
• Own all enquiries and ensure that the customer is kept up to date and informed of progress.
• Create and maintain all documentation (Customer facing and internal technical documentation) ensuring it is completed to a professional quality, checked for accuracy of grammar and spelling and reviewed prior to distribution.
• Ensure that all IT equipment the Service Desk manage is asset tagged and maintained accurately and consistently.
• Comply with all regulatory requirements, such as Sarbanes Oxley requirements for systems access control.
• Comply with audit requirements, both internal and external.
• Undertake monthly, quarterly, bi-annually, annually tasks to comply with SOX requirements.
• Maintain a clean and tidy environment (both at your own desk as well as the stock/build room) and ensure adherence to the Clear Desk Policy.
• Complete daily reports (when assigned) to ensure all active attacks and vulnerabilities are resolved and removed from the vulnerability report. Liaise with 3rd level teams where appropriate. This applies to client and mobile devices.
• Attend weekly meetings, where assigned to represent the Service Desk and take away assigned duties.
• Work with other areas of our business in developing our productivity tool offerings ensuring best practice is undertaken and guidelines are adhered too.

Requirements

• 3+ years' experience in Service Desk support preferably in a busy environment undertaking a technical customer facing role
• Working knowledge and understanding of ITIL framework and the ability to demonstrate this in a practical way
• Demonstrable troubleshooting and problem resolution skills
• Strong experience of Microsoft Windows 11 support and installation
• Strong Microsoft Office and Office 365 skills
• Client patching and collection management using SCCM.
• Active Directory and other account administration experience
• Experience working with and adhering to procedures
• Strong documentation skills
• Prides themselves on being reliable, punctual and creating an environment in which people feel comfortable to work to the best of their ability
• Excellent customer service skills, the ability to build strong relationships across the broader IT teams and business
• Experience working to Service Level Agreement targets
• Ability to use remote control tools and provide effective telephone / remote support
• Experience providing PC support including image creation, building, configuring and troubleshooting PC hardware and software
• Self-starter able to work on own initiative, managing and prioritising own workload, managing competing priorities to deliver tight deadlines under pressure
• Ability to assimilate new knowledge and skills, applying analytical thinking to identify root causes or problems and apply them at a practical level
• Excellent interpersonal skills and strong customer focus to build effective working relationships with customers and staff members across the organisation, expressing ideas effectively with confidence both orally and in writing
• Excellent verbal and written communication skills: proven ability to communicate technical issues clearly and concisely to both technical and non-expert audiences and providing technical assurance to projects and developments; able to produce clear and accurate documentation
• Commitment to the values of organisation and undertaking TWoW! Activities
• Evidence of continual personal development and training
• Demonstrable experience with ITSM systems such as Freshservice, TOPdesk, ServiceNow or similar

Benefits

• Hybrid working pattern (alternating three days and two days in the office)
• Access to attractive car schemes for you (& your family) for Toyota & Lexus cars
• Excellent pension scheme (up to 6% employee contribution and 15% employer contribution).
• Generous annual leave of 25 days which increases with service and holiday purchase option
• Private Medical Healthcare (single, partner/spouse and dependent children) with Digital GP Service
• Group Income Protection cover with Aviva including physical, mental, and financial wellbeing services
• Employee Assistance Program
• Eye tests
• Onsite gym, Sports and Social Club, & flu jabs to keep you healthy
• Wellbeing hour each month and many more initiatives throughout the year to encourage a healthy mind and body, and to raise awareness and celebrate diversity, equity and inclusion.
• Dress for your day policy to make you feel comfortable at work
• Eco HQ, free parking & restaurant
• Two volunteering days per year
• Reward gateway voucher discounts
• Flexible working scheme and we welcome flexible working conversations at interview
• Regular 121s with your manager, a personal development review (PReview) each quarter
• A wide range of learning & development opportunities including Linked In Learning courses
• £250 contribution towards you learning something new outside of work
• Annual events (e.g., summer party, BBQ & Xmas party) including Countdown to Christmas events every December - it is so much fun!