Service Desk Analyst

Toyota Finance Australia (TFA) is the country's largest automotive financier.  Our past gives us credibility and knowledge. But it's what the future holds, and how we can make the world a better place, that excites us. It's not just about technology but what it can do for people.

In Australia there are two separate businesses: Toyota Motor Corporation Australia (TMCA) and Toyota Finance Australia (TFA).  While we work closely together, TMCA focuses on vehicles and here at Toyota Finance Australia our priority is to provide finance, insurance and fleet management.

This role is based in our Head Office, Grosvenor Place, Sydney.  The office is within walking distance from the train station.  There are plenty of options for lunch and catching up with colleagues or friends after work. 

What you'll contribute to

Deliver a consistently high standard of Level 1 Service Desk support to all internal Toyota Finance Australia staff and external dealership partners, ensuring a professional and customer focused experience.

Take ownership of logging, triaging, tracking and resolving incidents, service requests and problems through to closure, maintaining accuracy and accountability within the ServiceNow platform. Promote a culture of knowledge sharing by actively contributing to the development, maintenance, and improvement of knowledge articles and documentation.

How you'll make an impact

• Level 1 Support. Provide accurate and detailed logging, triaging, tracking, and resolving of incidents, service requests and problems via phone, email, and walk-ups within the TFA service management tool (ServiceNow).
• Respond to, research, analyse, and resolve customer requests within agreed SLA's.
• Liaise with Level 2 and Level 3 resolver groups to manage and maintain communications with end users.
• Participate in a flexible working arrangement across a range of 8-hour shift patterns covering 7:45AM – 8:00PM AEST.
• Participate in a rotational on-call roster for out of business hours support.
• Build and deploy SOE to enterprise devices using SCCM and Intune, update asset registers and adhere to approved processes.
• Maintain and contribute to knowledge bases, documentation and procedural guides.
• Share knowledge and skills with colleagues to promote cross-skilling and enhance the overall effectiveness of the Service Desk.
• Monitor, communicate and respond to alerts from enterprise systems.
• Use remote support tools to expedite resolution of incidents and service requests.
• Experience with or ability to troubleshoot the following technologies is highly regarded: Pega, PowerShell, Microsoft 365, Active Directory and iOS devices.

Your attributes

• Minimum 3 years' experience in a Service Desk or IT Support environment.
• Proven troubleshooting and analytical skills, with a methodical approach to problem solving.
• Outstanding customer services ethic with excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
• Enthusiastic, motivated, positive attitude; demonstrates initiative and is a self-starter.
• Strong desktop support skills including Microsoft Windows 10 & 11, Microsoft Office 365 suite, Hardware (laptops, desktops, peripherals), and AV equipment (meeting room setups and conferencing tools).
• Solid understanding of server environments, including Exchange and Active Directory administration.
• Microsoft 365 support and administration (e.g. Teams, SharePoint, OneDrive and Intune).
• Well-developed time management and prioritization skills, with the ability to manage multiple tasks and deadlines.
• Demonstrates sound judgement, proactive problem solving, and exceptional attention to detail.
• Familiarity with ITIL systems (e.g. ServiceNow and Jira).
• Exposure to mobile device management (MDM) platforms.
• Support of remote users and hybrid work environments

Desirable:

• ITIL Foundation certification or equivalent service management framework knowledge
• Tertiary qualifications in Computer Science and Information Technology.
• Previous experience within a Financial Services or regulated industry.
• Basic scripting or automation experience is a plus.

Life at Toyota & What we offer you

We pride ourselves on a work culture that supports and rewards people. From development programs to recognition programs, we make sure everyone at Toyota Finance Australia lives their best possible life. After all, our people are our greatest assets.

Toyota Australia is well-recognised for offering:

• Flexible hours and workspaces
• Career Development
• Wellness facilities & Employee Assistance Program (private coaching available to you and your family)
• Paid volunteer days to support your community / Employee Community Grants Fund

Building a great place to work

You're welcome to find out more by visiting our careers page:

We are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We are happy to adjust the recruitment process for your accessibility requirements. Please contact us and let us know your preferred type of communication and we will be in touch as soon as possible to discuss your requirements.

Toyota is an endorsed employer for all women.  Please review Work180 website for further information.

Come with us and help create the future.