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).

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.

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