Technical Service Desk Analyst

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.

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.

, 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 team’s 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…