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.
A bit about the ‘Department': The Business Technology Solutions (BTS) department are responsible for delivering end-to-end business technology and change through their six key functions of Governance, Projects & Change, Development, Delivery, Technical Operations and Cyber Security. They look after TFSUK, KINTO UK & Europe. The mission of BTS is to Give (giving the business the technology, applications and services it needs), Guide (guiding the business through change using expertise and experience) and Guard (always protect the business).
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:
5+ 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 is 2 days in the office and 3 days from a location of your choice
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.
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