Support Specialist in Belfast

This role offers an exciting opportunity to support Xerox's on‐site client services across the Belfast area. You will work within a dedicated team to ensure our customers receive high‐quality, proactive coverage, enabling them to achieve their production and document management goals.

Location: NI – primarily Belfast area

Job Type: Xerox Global Services/Service Delivery

Job Purpose: To assist in the smooth operation of Xerox onsite client sites – primarily in the Belfast area – supporting the provision of a suite of on‐site services to the Customer Base as required, including but not limited to Centralised Print & finishing, Printer Management and Helpdesk to meet individual customer specifications as part of the contingency support team within the Xerox Service Delivery Organisation.

Main Accountabilities:

• Demonstrate a full knowledge & understanding of the range of services provided by Xerox to our customers.
• Support Xerox sites in the provision of on‐site services throughout the year, providing support cover for holiday, sickness and peaks in workload.
• Provide to customers the range of contracted services to include Fleet Management, Centralized Document Production, Scanning services, etc.
• Ensure full support and management of office and production devices including break‐fix, consumables management and escalation as per defined processes.
• Undertake support tasks and projects as defined by the manager, for example holiday management, stock takes, and other initiatives.
• Liaise with third‐party solution providers to ensure call log, close and management by on‐site team in line with defined Service Level Agreements.
• Liaise with customers and provide support in relation to the utilisation of Xerox equipment and services.
• Act as a centre of competence in relation to equipment, providing ad‐hoc training to the Customer as required.
• Support the growth of the Xerox operation on‐site in order to identify opportunities and highlight to the relevant Account or Service Delivery Manager and participate in revenue‐generating/marketing initiatives.
• Support sites through involvement in account reviews, compiling data on performance against key performance levels.
• Occasional travel to other locations in NI on an as‐required basis in order to support the wider operation.
• Participate in team meetings and work as a member of a team.
• Maintain and develop on‐site Service Delivery Manuals.

Preferred Candidate Requirements:

ESSENTIAL:

• Minimum of two years successful track record in a customer facing role.
• Highly flexible and able to cope under pressure and in a highly dynamic environment.
• Basic knowledge and experience of IT.
• Strong interpersonal skills.
• Problem solving / Process improvement skills.
• Able to translate customer requirements into working solutions.
• Ability to work on own initiative.
• Ability to work well as part of a team.
• Communication – able to effectively communicate using a range of verbal and written communication skills with end users and senior customer contacts.
• Capable of working under pressure, multi‐tasking and correct prioritisation working proactively to deadlines.
• Especially important is the ability to communicate appropriately within a diverse multi‐cultural environment and across the full range of business disciplines.
• Ability to report progress in an effective and timely manner.

DESIRABLE:

• Understanding of a networked environment, electronic printing processes and document management and production desirable.
• Knowledge of Xerox Office Services and print production environments.
• Full clean drivers licence.