Telematics Service Desk Analyst

Role overview

Responsibilities

• Develop expertise in Connected Car technologies and support global markets including the UK, USA, China, and EU.
• Manage cases, incidents, tickets, and technical or hierarchical escalations.
• Investigate issues using product knowledge and technical expertise; liaise with Jaguar Land Rover teams.
• Help the team meet service-level agreements and KPIs while following processes and procedures.
• Generate and distribute stakeholder reports and analyze team data to identify issues.
• Support accurate incident management to promote customer loyalty and retention.
• Provide verbal training and support when required.
• Present and demonstrate product features using presentations, systems, vehicles, and equipment.

Qualifications and skills

• Strong knowledge of telecommunications, telematics, and IT services.
• Intermediate experience with Microsoft Office, including Excel and PowerPoint, and Google tools, including Gmail and Drive.
• Experience troubleshooting technical issues; analytical skills and ability to publish supporting documentation.
• Problem-solving, communication, interpersonal, networking, time-management, and attention-to-detail skills.
• Able to work independently and within shift and wider operational teams, including under pressure.
• An IT service-delivery qualification and at least one year of customer-service experience are desirable.
• Interest in technology and willingness to learn through training and personal development.

Working pattern

• 40 hours per week, normally between 08:00 and 17:30.
• One week of early shifts every four weeks, scheduled 05:00 to 13:30.
• Contractual coverage of all bank holidays.

Location

• Based in Gaydon; the role can be performed from home when required.

Package

• Salary up to £27,500 per annum pro rata, based on experience.
• Benefits include 25 days of annual leave, a contributory pension plan, healthcare cashback scheme, life assurance, and a car salary-exchange scheme.
• Potential to progress within the company, including global opportunities.