Telematics Service Desk Analyst

Location: Gaydon

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of:
Sales Performance;
Repair Optimization and Compliance;
Parts and Accessories Sales Performance; and Consumer Engagement.
With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Job Description

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

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 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

*…