Service Desk Analyst - 1st & 2nd Line
Toyota Financial Services are looking for an experienced Service Desk Analyst to join their friendly and hardworking team.
The role in a nutshell: The BTS Service Desk provides effective, professional, customer focussed, technical support for Toyota Financial Services UK, their Outsourced Providers and KINTO UK.
IT (BTS) Service Desk Analysts provide 1st line support for all Incidents and Service Requests as well as some 2nd and 3rd line support to specific services. This is a hybrid role that requires support to be provided face to face onsite as well as remotely via MS Teams & Telephone.
To provide further insights into the team and to see if this could be right role for you, please read the below from the recruiting manager:
TFSUK and the BTS department in particular is a great place to be and work for. TFS is a mid to large sized company in the UK, but we have the huge name of Toyota behind us and that appeals to people wanting to work for such a great brand! There is a real family feel throughout the department and company and that is one of the main reasons people stay. We have lots of people in the departments with 15+ years' experience, some even close to 30!
Even though we work within a hybrid setup, the teams are all really close together in terms of location in the building, which really helps to build positive relationships and be able to provide support and collaboration with one another.
Within the Service Desk itself, we aren't your typical Service Desk. We consider ourselves a technical Service Desk and as well as the standard BAU support and request fulfilment we also get involved with lots of other pieces of work, such as cyber vulnerability management of the client and mobile estate, involvement in projects and small works and the design, configuration and implementation of tools from the Microsoft Power automate suite of tools to name a few things.
The team itself is a really good group of people, who all have shared interests as well as different ones too which makes for interesting conversations both in and out of work. Everyone in the immediate team, wider department and organisation as a whole are really welcoming and you will immediately feel at ease and comfortable in your surroundings.
Lastly, you really get to own your journey as a member of staff at TFS UK. You absolutely can get out of it what you put in and there are lots of really good success stories throughout the entire company where people have undertaken really positive steps to map out and have the career and journey they want.
What you’ll be doing:
Supporting IT Services (Incident Management / Request Fulfilment):
- 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.
Change Management / Problem Management / Project Management:
- 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.
Customer Care / Collaboration / Communication:
- 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.
Knowledge Management / Asset Management / Reporting & Regulatory:
- 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.
Vulnerability Management (Client Estate):
- 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.
Microsoft Power Apps:
- Work with other areas of our business in developing our productivity tool offerings ensuring best practice is undertaken and guidelines are adhered too.
- Attend regular meetings to discuss progress of work assigned to you whilst ensuring an understanding of what work the rest of the team are completing.
What you’ll get to own:
- Providing technical support for systems including, but not limited to:
- Windows Operating System - Windows 11
- Microsoft AD Admin tools
- Palo Alto Global Protect
- Microsoft Office 365 Admin & Support
- SharePoint
- Microsoft Teams Collaboration Tools
- MFD’S
- SAP Concur
- ePDQ
- Crowdstrike ED&R
- Qualys Vulnerability Management
- Microsoft System Center Configuration Manager 2016
- InTune Mobile Device Management
- Banking systems including CitiDirect, Barclays.Net, ING
- Bespoke CRM and POS systems
- Windows Server
- Contact Centre as a Service such as TalkDesk
- ITSM systems such as Freshservice
- Microsoft Power Applications
Requirements
Key Experience & Skills:
Essential Skills:
- 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
Desirable Skills
- Experience supporting end users across a variety of locations
- Experience of working in a Financial Services environment
- SCCM OS and application packaging and deployment
- Group Policy creation and maintenance
- Collaboration Tools systems support
- Remote access administration and support; Palo Alto Global Protect
- Experience creating Windows images using SCCM or similar
- Vulnerability Management using Qualys
- Experience in creating Microsoft Power Apps / Productivity tools
- Experience of ITSM systems and automating Service Desk processes
- ITIL 4 Foundation certification
- Service Desk Analyst certification through SDI or equivalent through another institute
Benefits
At Toyota Financial Services (TFS) it is more than just an externally bench-marked salary and bonus, we also offer:
- 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!
Our Recruitment Process
At Toyota Financial Services (TFS) we value everyone and are pleased to be recognised as a Disability Confident Employer.
We are committed to supporting disabled applicants throughout the recruitment process. Should you meet the minimum criteria for this role and wish to apply under the DC scheme, you may be moved forward to the next stage. Please ensure to add this information into your application.
When it comes to recruitment, please do let us know if we can adjust our process to be meet your accessibility needs.
Some examples of how we might be able to help are listed below:
- Providing a copy of interview questions before the interview
- Organising a time and location that best suits you
- Allowing additional time for the assessment and interview
We are happy to review any adjustment on a case-by-case basis to support you to be your best self.