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For Companies At a Glance
- Tasks: Provide top-notch IT support and resolve customer issues in a dynamic team environment.
- Company: Join Xerox IT Services, a leader in innovative technology solutions.
- Benefits: Enjoy competitive pay, professional growth, and a supportive work culture.
- Why this job: Kickstart your tech career while making a real difference for clients.
- Qualifications: Basic IT knowledge and a passion for customer service are essential.
- Other info: Flexible shifts and opportunities for mentorship in a collaborative setting.
The predicted salary is between 30000 - 42000 £ per year.
Job Summary
As part of our continued expansion, Xerox IT Services requires an office-based 1st Line Technical Analyst to join our client focused team.
The primary function of the role is to respond to and resolve escalated customer IT support calls and maintenance tasks in a polite and efficient manner. And provide an efficient, professional Service to customers.
The role entails exposure to a large IT environment, and from on-premise server environments, to cloud hosted virtual server clusters. In addition to handling incidents, problems, service requests. Monitoring and maintenance tasks, the individual will have the opportunity to work with the infrastructure project team. Xerox installs and maintains technologies provided by SonicWALL, Microsoft, VMWare, Citrix and Aruba to name but a few.
Direct calls to appropriate department/individual, providing them with as much information as is necessary to ensure their response is correct and relevant.
This person must have the ability to work as part of a team, and there is a shift pattern during the week of 7AM – 7PM.
The role always expects a proactive ‘team player’ mentality and professionalism.
Main Duties
- Diagnose and resolve level 1 incidents and aim to meet response and resolution within predetermined SLA’s
- Manage, update and close tickets in the 1st line call queue
- Actively chase suppliers or resolution groups for resolution to incidents or problems
- Mentor team members on best practice
- Develop and maintain run books. Ensure configuration documents are up to date
- Ensure service processes for change, configuration and problem management are adhered to at all times
- Be professional and courteous to colleagues and the clients
- Provide remote desktop and server support
- Proactive management of client networks
- Build rapport with all new and existing clients to develop positive working relationships
- Co-operation to promote the development of the support team and the success of the company as a whole
- Ticket logging, escalating and regular feedback to the Service Desk Manager
General Responsibilities
- As part of the dedicated client team for IT Services you will be expected to participate fully in: Support Colleagues wherever practicable to ensure they meet their objectives
- To support the management team in delivery change that benefits the business as a whole
- To work in accordance with the Data protection act and to ensure that all new systems are reported to your line manager
- To undertake such other duties as may be expected
- Adhere to and monitor Employee Health and Safety, Equal Opportunities, Anti-Corruption, Information Security, and such other relevant policies as are in place from time to time
Qualifications
Required:
- A good understanding of IT and networks
- Knowledge of desktop, server and printer hardware and their components
- Knowledge of network devices and their roles
- Knowledge of Customer service principles and practices
- Microsoft Office
- Microsoft Windows client
- Microsoft Windows Server
- Active Directory
- DNS, DHCP
- Printer Hardware
- Network cabling
- Microsoft Exchange
- Office 365
- Remote Desktop
- Email Relay and antispam
- Ability to plan, organize and adapt to changing job tasks within own role
- Open to respond to feedback and committed to self-development
- Team worker and ‘can do’ attitude
- Excellent customer facing, communication, interpersonal and presentation skills
- Ability to provide reception duties
- GCSE or Functional Skills level Maths/English.
Preferred:
- At least two years’ experience working in a customer facing IT support environment
- Mac desktop OSX
- Citrix XenDesktop and XenServer
- VMware ESXi
- Veeam
- SonicWALL routers
- Dell and HP server and network hardware
- Full clean driving licence
- Microsoft: MCSA, MCSE
- Citrix: CCA, CCP, CCE
- VMWare: VCA, VCP, VCAP, VCIX, VCDX
- ITIL foundation
- IT related degree
- Mitel accreditation
- Any Managed Print solution accreditations
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1st Line Analyst employer: Xerox
Contact Detail:
Xerox Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Analyst
✨Tip Number 1
Get your networking game on! Reach out to current employees at Xerox or in similar roles. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview like it’s a big exam. Research common technical questions for 1st Line Analysts and practice your responses. We want you to sound confident and knowledgeable when discussing IT support scenarios.
✨Tip Number 3
Show off your soft skills! During interviews, highlight your customer service experience and how you handle tricky situations. Remember, being polite and professional is key in this role, so let that shine through.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace 1st Line Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 1st Line Analyst role. Highlight your IT skills, customer service experience, and any relevant qualifications. We want to see how you fit into our team!
Craft a Catchy Cover Letter: Your cover letter should reflect your enthusiasm for the role and the company. Share why you’re excited about working with us at Xerox IT Services and how you can contribute to our client-focused team.
Show Off Your Technical Skills: Don’t forget to mention your technical know-how! Include any experience with Microsoft Office, Windows Server, or network devices. We love seeing candidates who are ready to dive into our tech environment.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get you on board with our amazing team!
How to prepare for a job interview at Xerox
✨Know Your Tech
Make sure you brush up on your knowledge of IT and networks before the interview. Familiarise yourself with the technologies mentioned in the job description, like Microsoft, VMWare, and Citrix. Being able to discuss these confidently will show that you're ready to tackle the role.
✨Customer Service Mindset
Since this role is all about providing excellent customer service, think of examples from your past experiences where you've gone above and beyond for a client. Be prepared to share these stories during the interview to demonstrate your commitment to professionalism and courtesy.
✨Team Player Attitude
This position requires a proactive team player mentality, so be ready to discuss how you've collaborated with others in previous roles. Highlight any mentoring experiences or teamwork scenarios that showcase your ability to support colleagues and contribute to a positive work environment.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of your interview. This could be about the team dynamics, the types of projects you'll be working on, or how success is measured in the role. It shows your genuine interest in the position and helps you assess if it's the right fit for you.
