Title:  Telematics Service Desk Analyst

Telematics Service Desk Analyst

40 hours per week

Up to £25,000 per year

Gaydon

Are you a technically confident individual with customer focused mentality?

MSX International has the job for you!

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.

The Role

As an integral member of the team the TSD Analyst will be an integral component to the TSD department in achieving a “best in class” service, driving customer loyalty and retention through accurate incident management.

In using your technical knowledge, you will investigate telematic concerns by going through a diagnostics process to ensure customer satisfaction.

Additionally, the TSD Analyst will:

• Become an expert in the Connected Car Technologies
• Oversee 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
• Act as a role model for JLR Values, Customer First Behaviours and Concern Resolution
• Provide verbal training and support where required
• Present and demonstrate the product and features where required using PowerPoint, systems, vehicles and equipment
• Identify issues through analysing team data

About you

Our ideal TSD Analyst will be an excellent communicator with preferably 1-year Customer Experience background and strong MS Office skills.

To be successful in this role the TSD Analyst will:

• Be interested in Telecommunications, Telematics, IT Services
• Have intermediate experience with Microsoft Office – Excel, PowerPoint etc.
• Have intermediate experience with Google Package – Gmail, Drive etc
• Have experience in troubleshooting technical issues
• Be confident and out-going with exceptional networking and inter-personal skills
• Have a keen interest in technology, keeping abreast of advances and news
• Be results orientated with a determination to make things happen
• Have the ability to work as an individual, part of a small shift team and a larger operational team
• Be eligible to work in the UK

What’s in it for you?

At MSX, our employees are the force behind our success. We are dedicated to empowering and encouraging our people and offer flexible working methods to suit all. We are a Disability Confident Committed organisation who takes pride in our diverse workforce.

In joining MSX, you can enjoy:

• Up to £25,000 per year
• 25 days annual leave
• Hybrid working option
• Company contributory pension plan
• Cashback healthcare scheme
• Life Assurance
• Potential to progress within the company, with global opportunities updated regularly.

Working pattern and location

• 40 Hours per week (between 08.00 – 18.00)
• 1 in 4 rotation of night working 05.00 – 13.30 (covering on-call)
• Contractual coverage of all Bank Holidays
• Hybrid approach
• Based in Gaydon

About MSX:

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

• Consumer Engagement
• Parts, Accessories & Service Performance
• Actionable Insights
• Diagnostics & Repair Enhancement
• Warranty and Repair Efficiency
• Technical Information
• Learning Solutions
• Sales Performance

Building trust since 1931, our proven track record means that we now partner with almost every car manufacturer on the market.

MSX 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 or maternity. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.