Wejo is a leader in the connected car market and is shaping the future of mobilityThe connected car space is one of the fastest-growing sectors in the internet of things industryCar manufacturers are looking to extend traditional infotainment systems, insurers are seeking a better understanding of risk, users are demanding more feedback, and firms are generating increasing amounts of data and require support in understanding its applications and valueWe specialize in creating new services and products to help clients make the most of their data and realize its value
We bring together the brightest minds and industry experts with award-winning platform technology and advanced privacy and security to revolutionize the way we live, work and travel using connected car data, insights, and analytics.
At wejo our values drive our culture, shape our interactions and help us to achieve our goalsThese values are turned into meaningful behaviors and embody our employeesWe are bold, collaborative, and responsible.
This role is to join the wejo service desk team as a service desk analystThe wejo service desk is the single point of contact for reporting all incidents, problems, and service requests for everyone throughout the organization and third parties.
The service desk ensures the accessibility and availability of the it services across the whole estate within the internally defined service level agreements.
A significant responsibility of the role is to manage support requests that are initiated through various methods including servicenow and word of mouthThe requests are to be documented, categorized, and then applying our standard procedures, knowledgebase, and escalation routes to resolve issues.
Wejo has a mixture of people working from home and where possible, from various remote locationsWe have a fantastic and scalable infrastructure in place to support this which the service desk will be able to build upon and utilize for remote support
Complete ownership of the service desk support functionLog and resolve all incidents, requests, and problems associated with the various platforms, ensuring that a ticket`s end-to-end life cycle is monitored and resolved to a successful outcome within the defined service level agreements.
Provide technical support to the global user base by investigating, diagnosing, and solving computer, software, and hardware issues and faultsThis includes desktop support from operating systems issues to applications and cloud-based software as a service
Supporting the commercial aspect of the business by managing the sampling and data count processesFulfilling these requests by a thorough understanding of the processes and key stakeholder management, ensuring a swift delivery whilst maintaining stakeholders’ expectations.
Asset and technical management of all wejo assets including licensing, laptops, mobile devices, audio, and visual equipment.
End-to-end ownership of the joiners, movers, and leavers process, ensuring all user accounts and access permissions are provisioned, maintained, and decommissioned in line with wejo policies.
Responsible for the creation and maintenance of all service desk-related documentationThis includes policies, procedures, and technical documentation, including end-user guides, service desk technical guides, and knowledgebase articles.
Continual service improvement of all areas of the businessIdentify any potential changes and improvements, document these findings, and identity any solutions.
Wejo has multiple vendors and suppliers supplying services throughout the businessThe service desk is key in managing the relationships with these vendors and working with the other areas in the business to ensure onboarding, renewals, and licensing purchases are carried out with no disruption to service.
Provide an enterprise-level of customer service to all clients, internal and externalBuild relationships with clients and ensure that customers are kept apprised and expectations are set during the fulfillment of any open tickets.
Technologies that we use:
Azure and aws cloud platforms
The active directory or azure active directory with the single sign-on
Intune and jamf for endpoint management
Sophos anti-virus for endpoint protection
Cisco meraki networking
Skills and experience (don’t worry, they aren’t all essential):
Experience of working in a service desk or technical support environment
Knowledge and experience of itsm systems, preferably servicenow
Foundation knowledge of itil and service desk procedures.
Technical knowledge to support operating systems such as windows and macos
Hardware technical knowledge to resolve laptop and peripheral issues.
Customer service skills to create great working relationships with people
Experience in working with and supporting active directoryUser and group management.
Experience in working with office365 and its various applications such as exchange online, onedrive, and sharepoint.
Any experience of working within a cloud-based paas or iaas environmentAws and azure would be beneficial but not essential.
Security principles such as single sign-on, multifactor authentication, and policies
If this sounds like the perfect role for you, please apply now!