Service Desk Analyst

Summary about this job

Detail information about job Service Desk Analyst. Terms and conditions vacancy

• Join our business during our Year of Innovation & Transformation
• Opportunity to work with a successful global brand and market leader
• Supportive management and training provided to set you up for success

Toyota Financial Services is the country's largest automotive financier. With over 30 years’ experience in the Australian market, an extensive network of regional offices and as a leader within the worldwide business group, we pride ourselves in understanding and listening to our guests.
  
We're well known in households and trusted by Australians and businesses to look after their financial needs, supporting them with vehicle finance and insurance, warranty solutions, fleet management services, commercial hire purchase and wholesale purchase.
  
Our unique culture, work approach and business practices make Toyota a successful, global company. We are about more than vehicles and vehicle finance – we are about achieving success in business the ‘right way’ through The Toyota Way philosophy, while continuing to support people and their communities.  Our commitment to Continuous Improvement and Respect for People mean our people support each other’s development and success to deliver our global vision of mobility for all. 

  
Reporting to the Service Desk Manager, your responsibilities will include:

Service Operations:

• Level 1 Support. Provide accurate and detailed logging, triaging, tracking and resolving of incidents or service requests via phone, email, and walk up within the TFA service management tool (Service Now)
• Respond to, research and resolve customer requests within agreed SLA’s / OLA’s
• Liaison for level 2 and 3 resolver groups and manage / maintain communications with the end user
• Participation within a flexible working arrangement across a range of 8 hour shift patterns covering 7:45AM – 8:00PM
• Participate in a rotational on-call roster for out of business hours support
• Build and deploy SOE to enterprise devices using SCCM, update asset registers and adhere to approved processes
• Update and contribute to support Wikis and documented procedures
• Share experience and skills with colleagues in order to cross-skill, develop and grow the effectiveness of the Service Desk
• Observe, communicate and action alerts from enterprise systems
• Utilise Remote Control tools to expedite the resolution of support requests
• Experience with using or troubleshooting the following would be highly regarded: Pega, PowerShell, Excel Macros/VBA, Exchange/Office 365, RDP, Active Directory and IOS

  
Process Improvement:

• Strive for ongoing Incremental and continuous improvement via an enterprise framework on Service Desk processes and procedures

  
Preventative Maintenance:

• Proactively implement preventative maintenance plans for Service Desk functions
• Perform regular maintenance tasks as described within the documented TFA Systems Schedule

To ensure your success in this role, ideally you will have:

• Minimum 2 years’ experience in a Service Desk environment
• Excellent troubleshooting and analytical skills
• Outstanding customer service ethic with excellent written and verbal communication skills
• Enthusiastic, motivated, positive attitude, demonstrates initiative and are a self-starter
• Strong desktop support skills: Microsoft Windows 7 and 10, Microsoft Office, desktop hardware
• Good knowledge of server environments, Exchange and Active Directory administration
• Office 365 – support and administration
• Well-developed time management skills and ability to multi-task
• Demonstrates sound judgement and exceptional attention to detail

In return, you will receive great benefits such as MY-CAR suite of benefits, to ensure you can drive a new Toyota for less. Financial support for relevant study and/or joining professional associations and networks to ensure you have a clear perspective of best practices in the market. Work life balance initiatives including paid parental leave.

Successful candidates will be required to undergo background verification checks prior to commencement of employment.

If you are keen to join an organisation that recognises people who add value to the business and this is the role you’ve been looking for, then please apply now!