Technical Service Desk Analyst

The role in a nutshell:

Toyota Financial Services are looking for an experienced Service Desk Analyst to join their friendly and hardworking team.

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.

• 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…