Exeter Finance Corp Service Desk Analyst III in Irving, Texas

At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to give options that make sense, getting customers behind the wheel of their car.

Every team member is integral to our success. Whether you’re at a servicing center helping customers with their loans, in the field building relationships with dealers, or supporting the company from its corporate offices, you'll enjoy a nurturing, invigorating and positive work environment.

Our vision is to be a premier finance company and lender of choice known for its People, Performance and Service.

Job Summary

The Service Desk Analyst III provides customer service and support to end users by troubleshooting, researching and resolving technical issues regarding hardware and software and documenting all tickets properly and in a timely manner.

Essential Functions

  • Troubleshoots, resolves and/or escalates trouble tickets related to technical difficulties with hardware, software, and the network.

  • Manages ticket queue according to predefined SLAs.

  • Provide imaging support as required for new user setups.

  • Verifies issue resolution on the customer’s behalf.

  • Provide program management leadership in developing IT standard documentation to ensure a repeatable end user experience (by documenting- RACI’s , Knowledge Article, Know Issues, Troubleshooting Questions, Swim Lanes, etc. at a IT Services Level

  • Provide training to Level I and II personnel on an as needed basis.

  • Actively contributes to ongoing process improvement.

  • Ensures compliance with Exeter’s policies & procedures, safety, state and federal laws, regulations and standards.

  • Other duties as assigned.

Education and Experience

  • Associate’s Degree or equivalent experience in Computer Science, Information Technology or similar field.

  • Minimum four or more years of customer Desktop Support/Service Desk experience through a ticketing queue.

  • Experience with Active Directory and SCCM imaging/application deployment

  • Technical experience and knowledge of MS operating systems and applications.

  • Strong communication, interpersonal, and analytical skills.

  • Ability and desire to provide excellent customer-service to internal customers.

  • Ability to work independently and in a dynamic and fast paced environment

  • Experience troubleshooting network and local printers

  • Good oral and written communication skills, good investigative and customer service skills.

  • Experience developing and writing knowledge base articles in an enterprise setting

  • Friendly attitude and excellent interpersonal skills.

  • Superior work ethic.

Exeter Finance LLC is an Equal Opportunity Employer.

At Exeter Finance, we are committed to helping customers find the right financing for their next vehicle purchase. By building strong relationships with our customers and network of dealer partners we are able to provide options that make sense, getting customers behind the wheel of their car.

Every team member is integral to our success. Whether you’re at a servicing center helping customers with their loans, in the field building relationships with auto dealers, or supporting the company from its corporate offices, you will enjoy a nurturing, invigorating and positive work environment.

We offer individually tailored compensation packages with competitive salary and benefits, plus training and development opportunities, team member recognition and awards, and so much more.

As an equal opportunity employer, we’re committed to hiring talented people, including veterans and military family members, who share our commitment to deliver outstanding customer service where we value our people, performance and service by exhibiting a Culture of Excellence.