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For Companies 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 30000 - 40000 ÂŁ 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 employer: Xerox
Contact Detail:
Xerox Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Agent
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on Xerox and their values. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of a mirror. Focus on how your experience aligns with the role of a Service Desk Agent, especially your troubleshooting skills and customer service experience.
✨Tip Number 3
Show off your problem-solving skills! During the interview, be ready to share specific examples of how you've tackled IT issues in the past. Highlight your calm approach and ability to manage escalated situations effectively.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the position and keep you top of mind for the hiring team.
We think you need these skills to ace Service Desk Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your technical qualifications and any relevant customer service experience to show us you're a great fit for the Service Desk Agent role.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about providing top-notch customer service. Share specific examples of how you've successfully resolved IT issues in the past, as this will help us see your problem-solving skills in action.
Be Clear and Concise: When filling out your application, keep your language clear and to the point. We appreciate well-structured responses that get straight to the heart of your experience and skills, especially when it comes to technical support.
Apply Through Our Website: We encourage you to apply directly through our website. This way, we can ensure your application is processed smoothly and you’ll be one step closer to joining our team at StudySmarter!
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 contributed to team goals and supported your colleagues. This will highlight your collaborative spirit and adaptability, which are key for success in this role.