Telematics Service Desk Analyst

Msx International; England; On-site; GBP 30,000 - GBP 40,000; Full time

Job summary

A global service provider in the United Kingdom is seeking a TSD Analyst to support their partnership with a prestigious automotive client. The role entails managing incidents, developing technical expertise in Connected Car technologies, and ensuring service level agreements are met. Ideal candidates will have strong analytical and communication skills alongside experience in customer service. This position offers opportunities for growth within a diverse global environment, with a focus on customer loyalty and satisfaction.

Benefits

25 days annual leave

Company contributory pension plan

Cash back health and life assurance

Car salary sacrifice scheme

Potential for career progression

Qualifications

• 1+ years customer service experience preferred.
• Intermediate experience with Microsoft Office and Google Workspace.
• Ability to troubleshoot technical issues.

Responsibilities

• Become an expert in Connected Car technologies.
• Manage incidents effectively and liaise with clients.
• Generate reports and ensure service level agreements are met.

Skills

Telecommunications knowledge

Telematics expertise

Analytical skills

Excellent communication abilities

Problem-solving skills

Education

Qualification within IT service delivery

Tools

Microsoft Office

Google Workspace

Job description

Overview

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 feature sets. Representing JLR customer focused mentality. Assisting with the day-to-day management ensuring the team achieve service level agreements and KPI. 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 viable.

Responsibilities

• Become an expert in the Connected Car technologies
• Overseeing Global markets such as UK, USA, EU
• Case management
• Incident management — identify, categorise, and prioritise
• 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’ 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

Qualifications

• 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 Workspace – 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 priorities with minimal supervision
• Confident and out-going with exceptional networking and interpersonal 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 oriented with great attention to detail
• Excellent time management skills, able to work to deadlines on multiple tasks
• Ability to work as an individual, part of a small shift team and a larger operation
• Strong problem-solving

Working Pattern

Location: Whitley and Gaydon

40 Hours per week (between 8:00 to 17:30). Contractual coverage of all Bank Holidays.

Benefits

• 25 days annual leave
• Company contributory pension plan
• Cash back health and life assurance
• Car salary sacrifice scheme
• Potential to progress within the company, with global opportunities

You can read more about MSX International on our website: www.msxi.com