At a Glance
- Tasks: Provide top-notch technical support and troubleshoot IT issues for customers.
- Company: Join a leading tech company focused on customer satisfaction.
- Benefits: Competitive pay, flexible hours, and opportunities for growth.
- Other info: Dynamic team environment with plenty of learning opportunities.
- Why this job: Be the hero who solves tech problems and helps customers thrive.
- Qualifications: Experience in customer service and a passion for technology.
The predicted salary is between 25000 - 32000 € per year.
The Enhance Service Desk (ESD) provides second line technical support to Xerox's International Managed Print Service customers. The agents act as the first point of contact, delivering high‑level customer service and adhering to service‑management principles.
Role
- Receive, log, and manage service requests from Managed Print Service customer Help Desks using the internal call‑management system.
- Provide 2nd line support, troubleshooting IT problems from printer hardware to software solutions, aiming for high remote fix rates.
- Log incidents accurately with concise instructions to enable partners or technicians to achieve first‑time fixes.
- Monitor and manage customer SLAs to ensure service delivery aligns with contractual agreements.
- Take end‑to‑end ownership of incidents, maintaining timely updates in the customer’s service‑management system.
- Proactively manage customer assets, monitor the printer fleet to minimize downtime by quickly resolving faults.
- Perform various administration duties as required.
- Meet individual and team key performance indicators on a monthly basis.
Key Responsibilities
- End‑to‑end management of service delivery requests.
- Prioritize tasks to achieve or exceed service levels.
- Allocate service requests to delivery partners or technicians.
- Contribute to continuous development of departmental processes for effectiveness and efficiency.
- Escalate support calls when necessary following agreed procedures.
Education
- Good standard of secondary education.
- Recognized technical qualification(s).
- Demonstrable experience of manufacturer’s technology training.
Experience
- Microsoft Support or Customer Service experience of 2–3 years.
- Experience in a break‑fix environment, working with colour and mono laser printers, MFDs, and/or copier technology.
- Sound understanding of networks and IT infrastructures.
- Experience dealing with escalated customer situations.
- Good incident‑management experience.
Skills and Attributes
- Excellent verbal and written communication skills, able to engage customers at all levels.
- Self‑motivated with initiative and ownership of problem‑solving.
- Calm and logical approach to challenges.
- Conversant with Microsoft Office applications.
- High level of integrity and professionalism.
- Enthusiastic, customer‑service oriented, thriving under pressure.
- Team‑player capable of delivering results to meet targets.
- Flexible and adaptable to role and customer requirements.
- Understanding of the changing business environment.
Service Desk Agent in Maidenhead employer: Xerox
At Xerox, we pride ourselves on being an exceptional employer, offering a dynamic work environment where Service Desk Agents can thrive. Our commitment to employee growth is evident through continuous training and development opportunities, ensuring that our team members are equipped with the latest skills in IT support. Located in a vibrant area, we foster a collaborative culture that values high-level customer service and teamwork, making every day rewarding and meaningful for our employees.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Agent in Maidenhead
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Practice your interview skills! Mock interviews with friends or family can help you nail those tricky questions. Focus on showcasing your customer service experience and technical know-how, especially with printers and IT support.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can set you apart from other candidates. Mention something specific from the interview to remind them of your conversation and reinforce your interest in the role.
✨Tip Number 4
Apply through our website! We love seeing applications directly from our site, and it shows you're genuinely interested in joining our team. Plus, it makes it easier for us to keep track of your application!
We think you need these skills to ace Service Desk Agent in Maidenhead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your customer service experience and any technical qualifications you have that relate to the role.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for the Service Desk Agent role. Share specific examples of how you've handled similar situations in the past, especially in a break-fix environment.
Show Off Your Communication Skills:Since excellent communication is key for this role, ensure your written application is clear and concise. Avoid jargon and keep it professional yet friendly – we want to see your personality shine through!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Xerox
✨Know Your Tech
Brush up on your knowledge of printer hardware and software solutions. Be ready to discuss specific troubleshooting scenarios you've encountered in the past, as this will show your practical experience and understanding of the technology you'll be supporting.
✨Customer Service Focus
Prepare examples that highlight your customer service skills. Think about times when you went above and beyond to resolve a customer's issue or how you handled escalated situations. This will demonstrate your ability to engage with customers effectively.
✨Understand SLAs
Familiarise yourself with Service Level Agreements (SLAs) and how they impact service delivery. Be prepared to discuss how you would prioritise tasks to meet these agreements, showcasing your organisational skills and commitment to service excellence.
✨Team Player Mindset
Think about your experiences working in a team environment. Be ready to share how you’ve collaborated with colleagues to achieve targets or improve processes. This will highlight your ability to work well within a team, which is crucial for this role.
