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 and 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 and Change, Development, Delivery, Technical Operations and Cyber Security .

They look after TFSUK, KINTO UK and 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 and 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 changeto 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 and 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 11Microsoft AD Admin toolsPalo Alto Global ProtectMicrosoft Office 365 Admin and SupportSharePointMicrosoft Teams Collaboration ToolsMFD’SSAP ConcurePDQCrowdstrike EDandRQualys Vulnerability ManagementMicrosoft System Center Configuration Manager 2016InTune Mobile Device ManagementBanking systems including CitiDirect, Barclays.Net, INGBespoke CRM and POS systemsWindows ServerContact Centre as a Service such as TalkDeskITSM systems such as FreshserviceMicrosoft Power ApplicationsKey Experience and Skills:Essential Skills:5+ years'' experience in Service Desk support preferably in a busy environment undertaking a technical customer facing roleWorking knowledge and understanding of ITIL framework and the ability to demonstrate this in a practical wayDemonstrable troubleshooting and problem resolution skillsStrong experience of Microsoft Windows 11 support and installationStrong Microsoft Office and Office 365 skillsClient patching and collection management using SCCM.Active Directory and other account administration experienceExperience working with and adhering to proceduresStrong documentation skillsPrides themselves on being reliable, punctual and creating an environment in which people feel comfortable to work to the best of their abilityExcellent customer service skills, the ability to build strong relationships across the broader IT teams and businessExperience working to Service Level Agreement targetsAbility to use remote control tools and provide effective telephone / remote supportExperience providing PC support including image creation, building, configuring and troubleshooting PC hardware and softwareSelf-starter able to work on own initiative, managing and prioritising own workload, managing competing priorities to deliver tight deadlines under pressureAbility to assimilate new knowledge and skills, applying analytical thinking to identify root causes or problems and apply them at a practical levelExcellent 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 writingExcellent 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 documentationCommitment to the values of organisation and undertaking TWoW! ActivitiesEvidence of continual personal development and trainingDemonstrable experience with ITSM systems such as Freshservice, TOPdesk, ServiceNow or similarDesirable SkillsExperience supporting end users across a variety of locationsExperience of working in a Financial Services environmentSCCM OS and application packaging and deploymentGroup Policy creation and maintenanceCollaboration Tools systems supportRemote access administration and support; Palo Alto Global ProtectExperience creating Windows images using SCCM or similarVulnerability Management using QualysExperience in creating Microsoft Power Apps / Productivity toolsExperience of ITSM systems and automating Service Desk processesITIL 4 Foundation certificationService Desk Analyst certification through SDI or equivalent through another instituteAt 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 (and your family) for Toyota and Lexus carsExcellent pension scheme (up to 6% employee contribution and 15% employer contribution).Generous annual leave of 25 days which increases with service and holiday purchase optionPrivate Medical Healthcare (single, partner/spouse and dependent children) with Digital GP ServiceGroup Income Protection cover with Aviva including physical, mental, and financial wellbeing servicesEmployee Assistance ProgramEye testsOnsite gym, Sports and Social Club, and flu jabs to keep you healthyWellbeing 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 workEco HQ, free parking and restaurantTwo volunteering days per yearReward gateway voucher discountsFlexible working scheme and we welcome flexible working conversations at interviewRegular 121s with your manager, a personal development review (PReview) each quarterA wide range of learning and development opportunities including Linked In Learning courses£250 contribution towards you learning something new outside of workAnnual events (e.g., summer party, BBQ and Xmas party) including Countdown to Christmas events every December - it is so much fun!Our Recruitment ProcessAt 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 interviewOrganising a time and location that best suits youAllowing additional time for the assessment and interviewWe are happy to review any adjustment on a case-by-case basis to support you to be your best self.

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