Telematics Service Desk Analyst at MSX International in Gaydon, England, United Kingdom

Job description

• MSX International are currently recruiting for a TSD Analyst for our prestigious client, Jaguar Land Rover. This is an exciting opportunity for a motivated candidate to join us in our partnership with this successful organisation.
• We are seeking a technically confident individual who will engage and support the Connected Car workforce that drives a ‘Best in Class’ global service. We are looking for a candidate who can hit the ground running, supporting the Global network with escalated incidents and develop an extensive skillset.
• Reporting to the TSD Project Leader and Team Leader you will be provided with exposure to the Connected Car product suite that encompasses both Telematics and Infotainment features.
• Representing JLR customer focused mentality. Assisting with the day to day management ensuring the team achieve service level agreements and KPI’s.
• The successful candidate will be responsible for managing their own workload, effectively operating within a global 24x5x365 team and be able to work from home when required. The TSDs global operations are vital.

Responsibilities

• Become an expert in the Connected Car Technologies
• Overseeing Global markets such as UK, USA, China and EU
• Case Management; incident management, technical/hierarchal escalations, ticket handling
• Investigations; product knowledge, technical expertise, initiative to think laterally
• Liaison with Client; work hand in hand with JLR individuals and teams
• Ensure all correct processes and procedures are followed
• Report generation and distribution to key stakeholders
• Be an integral component to the TSD department in achieving a ‘best in class’s service, driving customer loyalty and retention through accurate incident management
• Act as a role model for JLR Values, Customer First Behaviours and Concern Resolution
• Providing verbal training and support where required
• Presenting and demonstrating the product and features where required using PowerPoint, systems, vehicles and equipment
• Identifying issues through analysing team data

Requirements

• Desirable: Qualification within IT service delivery
• Desirable: 1+ years customer service experience
• Strong knowledge of Telecommunications, Telematics, IT Services
• Intermediate experience with Microsoft Office – Excel, PowerPoint etc • Intermediate experience with Google Package – Gmail, Drive etc
• Experience in troubleshooting technical issues
• Good analytical skills & publishing supporting documentation
• A keen interest in technology, keeping abreast of advances and news
• Desire to learn through provided training and personal development
• Results orientated with a determination to make things happen
• A highly motivated, energetic and inspirational team player
• Ability to influence effectively across the network, balancing a broad range of priorities, with minimal supervision and under great pressure
• Confident and out-going with exceptional networking and inter-personal skills
• Possess advanced communication abilities to be utilised with various levels of the business, third party vendors and a broad range of global markets
• Process orientated with great attention to detail
• Excellent time management skills, able to work to deadlines on multiple tasks and deliver results to agreed schedules
• Ability to work as an individual, part of a small shift team and a larger operational team
• Strong problem-solving skills

Skills

Required

• Strong problem-solving skills

Preferred

• Qualification within IT service delivery
• 1+ years customer service experience

Benefits

• Salary up to £27,500 per annum pro rata, based on experience + Unsociable hours bonus
• 25 days annual leave
• Company contributory pension plan
• Cash back health care scheme
• Life assurance
• Car salary exchange scheme
• Potential to progress within the company, with global opportunities updated regularly.