Job Specifications
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).
This role is a three month contract.
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
About the Company
Based in Epsom, Surrey, Toyota Financial Services (UK) PLC offers a range of innovative finance and insurance products to drive the future of mobility. Whether it’s a brand new Toyota or Lexus, an approved used vehicle, a light commercial vehicle or a new business fleet, our flexible finance packages are built around our customers mobility needs.
Lexus Financial Services and Redline Financial Services are trading names of Toyota Financial Services (UK) PLC.
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