Telematics Service Desk Analyst / One App Support

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.

 

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, EU
• Case Management.
• Incident management - Identify, categorise, and prioritise issues
• Technical/hierarchal escalations
• Ticket handling
• User support & triage
• Incident Management
• 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

Working Pattern and Location

• 40 Hours per week (between 8:00 to 17:30)
• Contractual coverage of all Bank Holidays
• Based in Whitley and Gaydon

Package

• Salary up to £27,000 per annum pro rata, based on experience
• Other company benefits include:• 25 days annual leave
• Company contributory pension plan
• Cash back health care scheme
• Life assurance
• Car salary exchange scheme

• Potential to progress within the company, with global opportunities updated regularly.

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
• Repair Optimization & Compliance
• Learning Solutions
• Distribution & Sales Performance

Our proven track record means that we now partner with almost every car manufacturer on the market.

The MSX Purpose

To empower Movers and Makers to thrive in our ever-changing world

The MSX Mission

To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable and innovative solutions.

The MSX Vision

To be the clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.