Job expirat
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.
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
TECHNICAL ABILITY
A good understanding of technology is expected but in depth technical skills are not a necessity for this role. There is an expectation that the individual will have worked in an IT team for at least 1 year prior to taking up this role.
Useful skills or knowledge would be:
•Windows Server 2000/2003/2008
•Active Directory 2003/2008
•Exchange Server 2003/2007/2010
•VMware
•Citrix XenApp
•Linux: RedHat /SUSE
•Backup Solutions: IBM TSM, Symantec NetBackup
•DNS/WINS/DHCP
•Anti-virus
•Sharepoint
•IIS
•Knowledge of ITIL practices
•Fluent in English
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.
