Service Desk Analyst

Toyota Financial Services, KINTO and KINTO JOIN; Epsom; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading company in financial services seeks a dedicated Service Desk Analyst to provide exceptional IT support to its clients and users. The role involves managing incidents, facilitating change, and ensuring effective customer communication. Candidates should have ample experience in IT services, particularly in a busy service desk environment, with knowledge of the ITIL framework and strong troubleshooting capabilities. Benefits include hybrid working and a commitment to diversity and inclusion.

Benefits

Hybrid working

Car schemes

Pension

Private healthcare

Wellbeing programs

Qualifications

• 5+ years experience in Service Desk support.
• Knowledge of ITIL framework and its application.
• Strong troubleshooting skills.

Responsibilities

• Provide 1st line and some 2nd/3rd line support.
• Ensure incidents and service requests are logged and managed efficiently.
• Collaborate with third parties to resolve issues.

Skills

Troubleshooting

Documentation

Customer Service

Interpersonal Skills

Education

ITIL 4 Foundation

Service Desk Analyst certifications

Tools

Windows 11

Office 365

SCCM

Active Directory

ITSM systems

Job description

The role in a nutshell: The BTS Service Desk provides effective, professional, customer-focused, 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 for specific services. This hybrid role 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 is responsible for delivering end-to-end business technology and change through their six key functions: Governance, Projects & Change, Development, Delivery, Technical Operations, and Cyber Security. They oversee TFSUK, KINTO UK & Europe. The mission of BTS is to Give (provide the necessary technology, applications, and services), Guide (assist the business through change using expertise), and Guard (protect the business).

What you’ll be doing:

Supporting IT Services (Incident Management / Request Fulfilment):

• Ensure all incidents and service requests are logged, accurately identified, categorized, prioritized, diagnosed, and managed using the Service Desk IT service management tool, with clear communication to customers within agreed timescales.
• Deliver excellent customer service, ensuring customer satisfaction with resolutions before closure. Maintain detailed, accurate, and consistent records of calls and keep customers informed.
• Collaborate with third parties and colleagues to investigate, diagnose, analyze, and resolve issues promptly, following incident management procedures.
• Refer unresolved requests to appropriate teams or service providers, ensuring effective communication with the customer.
• Escalate Major Incidents or complaints as necessary.

Change Management / Problem Management / Project Management:

• Identify and report recurring incidents to prevent future problems.
• Participate in bi-weekly problem management meetings and weekly CAB meetings to represent the Service Desk, communicate changes, and obtain stakeholder approval.
• Utilize project management methodologies and agile practices to improve communication and planning for service developments or changes.
• Act as a Service Desk representative in project work as required.

Customer Care / Collaboration / Communication:

• Maintain a welcoming, friendly, and professional attitude, adapting communication to different audiences.
• Foster a positive culture of communication, customer care, and continuous improvement.
• Support and assist team members as needed.
• Work a weekly rotating shift pattern (07:00-18:00, Monday-Friday), including Saturday shifts (~1 in 4 weeks, 09:00-17:00), cover during Bank Holidays, and being on call 1 in 4 Sundays (06:00-18:00). Some travel and additional out-of-hours work may be required.
• Build and maintain good relationships with end users, departments, and third-party representatives.
• Manage all inquiries, keeping customers updated on progress.

Knowledge Management / Asset Management / Reporting & Regulatory:

• Create and maintain documentation, ensuring professionalism and accuracy.
• Ensure IT assets are tagged and maintained accurately.
• Comply with regulatory requirements like Sarbanes Oxley and audit standards, undertaking regular compliance tasks.
• Maintain a clean environment and adhere to the Clear Desk Policy.

Vulnerability Management (Client Estate):

• Complete daily reports on active attacks and vulnerabilities, liaising with 3rd level teams as needed.
• Attend weekly meetings representing the Service Desk and follow assigned duties.

Microsoft Power Apps:

• Collaborate on developing productivity tools, ensuring best practices and guidelines are followed.
• Participate in regular progress meetings.

What you’ll get to own:

• Technical support for systems including Windows 11, Microsoft AD, Palo Alto Global Protect, Office 365, SharePoint, Teams, MFDs, SAP Concur, ePDQ, Crowdstrike, Qualys, SCCM, InTune, banking systems, CRM/POS, Windows Server, Contact Centre solutions, ITSM systems, and Power Apps.

Key Experience & Skills:

Essential Skills:

• 5+ years' experience in Service Desk support, preferably in a busy environment.
• Knowledge of ITIL framework and practical application.
• Strong troubleshooting skills and experience with Windows 11, Office 365, SCCM, Active Directory, and remote support tools.
• Excellent documentation, customer service, communication, and interpersonal skills.
• Proven ability to work independently, prioritize, and manage deadlines.
• Experience with ITSM systems such as Freshservice, TOPdesk, ServiceNow, or similar.

Desirable Skills:

• Experience supporting end users across multiple locations and in Financial Services.
• Skills in SCCM OS/application packaging, Group Policy, vulnerability management, Power Apps, and automation of Service Desk processes.
• ITIL 4 Foundation and Service Desk Analyst certifications preferred.

At Toyota Financial Services, we offer a range of benefits including hybrid working, car schemes, pension, private healthcare, wellbeing programs, and more, along with a commitment to diversity and inclusion.

Our Recruitment Process

We value diversity and are a Disability Confident Employer. We support disabled applicants through the recruitment process and are happy to make adjustments to meet your needs. Please inform us if you require any accommodations.