Service Desk Agent in Maidenhead

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce.

The Enhance Service Desk (ESD) provides second line technical support to Xerox's International’s key Managed Print Service customers. The agents on the desk will act as the first point of contact for these customers, essentially representing Xerox and its core values. The ESD agents are expected to maintain a high level of customer service for all support queries and adhere to all service management principles. You will join a friendly, but focused IT support team. The ESD is a 7 day a week operation and so there will be some weekend and bank holiday work on a rotational basis.

The Role

• Receiving, logging and managing requests for service from Managed Print Service customer Help Desks via the customer’s internal call management system.
• 2nd line support – troubleshooting IT related problems from printer hardware to software solutions. The primary aim being to affect a high percentage of remote fixes.
• Logging incidents accurately with both concise and clear instructions to enable the Service Partner and/or our Technicians to effect a high percentage of first time fixes.
• Manage and monitor customer’s SLA to ensure service delivery is provided in line with contractual agreements.
• Taking end-to-end ownership of incidents, ensuring accurate and timely updates are maintained in the customer’s service management system.
• Proactive approach to management of the customer’s assets. Monitoring of the entire printer fleet to minimize downtime by identifying and resolving faults quickly.
• There is also a range of administration duties within this role. Each ESD agent will be expected to meet individual and team key performance indicators which will be measured on a monthly basis.

Key Responsibilities

• End to end management of requests for service delivery.
• Prioritizing tasks to ensure Service Levels are achieved or exceeded.
• Allocation of service requests to our service delivery partner and/or Technicians.
• Contribute to the continuous development of departmental processes to ensure that they have a positive effect on both the effectiveness and efficiency of the Enhanced Service Operation.
• Ensure support calls are escalated where necessary to the appropriate member of the internal/external team, using the agreed escalation procedures.

Education

• Good standard of secondary education.
• Recognized technical qualification/s.
• Demonstrable experience of manufacturer’s technology training.

Experience

• Experience in Technical Support activity/Customer Service experience of min. 2-3 years.
• Experience in a break fix environment, of working with both colour and mono laser printer, including MFDs, and/or copier technology is a clear advantage.
• A sound understanding of Networks and IT infrastructures.
• Experience of dealing with escalated customer situations.
• Good incident management experience.

Skills And Attributes

• Good verbal and written communication skills with an ability to deal with customers at all levels.
• Self motivated individual with the ability to use initiative in taking full ownership of problematic situations supported by documented action plans.
• Calm and logical approach to any situation.
• Conversant with MS Office Applications.
• High level of integrity.
• Enthusiastic and self-motivated individual who gains satisfaction from providing exceptional customer service.
• Ability to work within a team environment.
• Capable of delivering results under pressure to ensure achievement against target.
• Flexibility approach to role and customer requirements.
• A sound understanding of the changing environment in which the business operates.