Service Desk Analyst

Toyota Financial Services (Hays)

Toyota Finance Australia has an opportunity for an experienced Service Desk Analyst to join our IT department.

  • Opportunity to work with a successful global brand
  • 12-month fixed term opportunity
  • St Leonards location
Toyota Finance Australia is the country's largest automotive financier. With over 30 years’ experience in the Australian market, an extensive network of regional offices and as a leader within the worldwide business group, we pride ourselves in understanding and listening to our guests.
Our unique culture, work approach and business practices make Toyota a successful, global company. We are about more than vehicles and vehicle finance – we are about achieving success in business the ‘right way’ through The Toyota Way philosophy, while continuing to support people and their communities.  Our commitment to Continuous Improvement and Respect for People mean our people support each other’s development and success to deliver our global vision of mobility for all. 
The role of the Service Desk Analyst is to deliver a consistently high standard of Service Desk support to all internal Toyota Finance Australia staff and Dealerships.
Please note that this is a full-time role and it is required that the successful applicant be available to work varying shift patterns of 8 hours between 7:45am-8pm during the week (Monday to Friday). It is also a requirement of this role to work one weekend per month (Sat & Sun 9am-5pm both days).
Reporting to the Service Desk Manager, the Service Desk Analyst will:
  • Provide accurate and detailed logging, triaging, tracking and resolving of incidents or service requests via phone, email, and walk up within the TFA service management tool (Service Now)
  • Respond to, research and resolve customer requests within agreed SLA’s / OLA’s
  • Act as the liaison between level 2 & 3 resolver groups and the end user
  • Participate in a rotational on-call roster for out of business hours support
  • Build and deploy SOE to enterprise devices using SCCM, update asset registers and adhere to approved processes
  • Update and contribute to support Wikis and documented procedures
  • Share experience and skills with colleagues in order to cross-skill, develop and grow the effectiveness of the Service Desk
  • Observe, communicate and action alerts from enterprise systems
  • Utilise Remote Control tools to expedite the resolution of support requests
  • Strive for ongoing improvement of Service Desk processes and procedures
  • Proactively implement preventative maintenance plans for Service Desk functions
  • Perform regular maintenance tasks as described within the documented TFA Systems Schedule
You’ll be successful in this role if you have:
  • Experience with using or troubleshooting the following; Pega, PowerShell, Excel Macros/VBA, Exchange/Office 365, RDP, Active Directory and IOS
  • Proven experience working in a Service Desk environment
  • Excellent troubleshooting and analytical skills
  • Strong customer service skills
  • Excellent written and verbal communication skills
  • The ability to self-start and work with minimal supervision
  • Strong desktop support experience including MS Windows 10 and desktop hardware
  • A good knowledge of server environments
  • Office 365 support and administration
If you’re successful, you’ll undergo background verification checks before you start employment with us.
If you’re keen to join an organisation that recognises the value you add to our business and this is the role you've been looking for, we'd love to hear from you.
To find out more about Toyota Finance Australia please visit our careers site