Service Desk Support Specialist

RESPONSABILITATI

Purpose of role

The Service Desk Support Specialist will work as part of a team to provide excellent front line customer service and technical assistance to the required user and customer base. This will be through their dedication to the customers and by developing a strong team ethos both in their team and with the other IT Services team members. The Service Desk Support Specialist will ensure incoming requests (Incidents, Problems, Change Requests, Service Requests and Events) are responded to quickly and effectively, the Service Management tools are kept up to date and all requests are managed through to an acceptable resolution. They need to be able to listen to customer issues and help the team to find ways to resolve them. They will work closely with their counterparts in the UK when required.

DUTIES & RESPONSIBILITIES

The Service Desk Support Specialist shall provide the following to the customer;

Achievement of high customer satisfaction
Answer the Service Desk telephones and monitor the SD mailboxes
Be helpful and consistent in their support to nominated customers, achieve target response and fix times with a high rate of initial resolution
Provide an appropriate level of technical support for all Incidents
Keep up to date with all relevant processes. Understand the service being provided against the SLA, to ensure compliance. Escalate any degradation of service or areas of customer dissatisfaction to their team leader.
Demonstrate a good understanding and appreciation of the technical products and environments in use and maintain awareness of new developments.
PC user support, new hire systems setups, and desktop/laptop software evaluations and upgrades
Provide quick response and maximum uptime for all users and performs end user training when necessary
Install and repair microcomputer hardware and peripheral components such as monitors, keyboards, printers and disk drives
Assist in determining suitable software to meet user requirements
Troubleshoot software and hardware failures and identify network problems when they relate to personal computers
Communicate with Internal and External resolver groups
Monitor and update internal incident queue
Be an ambassador of Xerox at all times
All other duties as assigned
1st/2ndline support for technical Incidents
Provide root cause analysis on any incidents
Ensure the Incident is kept up to date at all times with an appropriate level of detail
Provide desk-side support as necessary to resolve Incidents

CERINTE

DESCRIEREA FIRMEI

With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.