Telematics Service Desk Analyst

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.
Candidate 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
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

Employment type
Full-time

Work arrangement
Hybrid