Telematic Service Desk Analyst x2

06 Oct 2017
14 Oct 2017
Contract Type
Full Time
Main purpose of the role MSX International are currently recruiting for a TSD Case Manager 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 Operations Manager and Team Leaders 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 24x7x365 team and be able to work from home when required. The TSDs global operations are vital. The Weekend team offer a service that upholds the high standards expected by Jaguar Land Rover. Candidate Responsibilities · Become an expert in the Connected Car Technologies · Overseeing Global markets such as UK, USA, China, EU and Russia · 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' service, driving customer loyalty and retention through accurate incident management · Act as a role model for JLR Values, Customer First Behaviours and Concern Resolution Candidate Specification · 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 · 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 Reporting to - Operations Manager and Team Leaders Working hours · 40 hours - Monday to Friday - 7:00am - 3:30pm & 9:00am - 5:30pm (shifts alternate weekly) · Contractual coverage of Bank Holidays What we offer · Competitive salary plus shift allowance · Other company benefits: o 26 days annual leave including Statutory days o Company contributory pension plan o Cash back health care scheme (benefit value approx. £675) o Life assurance & Permanent Health Insurance o 20 days full pay sick days (after three months service) o Salary exchange childcare vouchers o Car salary exchange scheme MSXI is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. Application Email your CV to Rez Miah on *********************
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