City: Bristol
State/Province: Bristol
Country: United Kingdom
Department: PROFESSIONAL_SERVICES_CONSULTANCY
Date: Tuesday, October 15, 2024
Working time: Full-time
Ref#: 20034093
Job Level: Experienced
Job Field: PROFESSIONAL_SERVICES_CONSULTANCY
Seniority Level: Associate
Description & Requirements
About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.
Job Summary:
Technical Analysts play an integral role in providing a high-quality support service to our customers. This is a hybrid role in Bristol, BS14 0BL.
The primary function of the role is to respond to customer IT support calls in a polite and efficient manner. The individual should be comfortable liaising with customers in person, over the phone or via email; possess a familiarity of clients within the Xerox group of companies and the ability to access all relevant support tools and information as required.
Technical Analysts are expected to provide user guidance, perform service requests, maintenance and monitoring tasks and respond to alerts. They should also have excellent personal presentation and interpersonal skills in face-to-face client environments. As well as have the ability to work as a ‘Team Player’ in and amongst an ever-developing and growing team. In order to perform the required function, it is essential the Technician has detailed technical knowledge of network infrastructure topology and support. Technical Analysts must have a good understanding and ability to work unsupervised on desktop, network, and server support.
The Technical Analyst will also be expected to:
* Provide level 2 support for key incidents and issues related to our clients.
* Provide problem management and technical analysis.
* Ensure that systems are patched and maintained in accordance with the clients and organization’s expectations.
* Work with the SDM and Infrastructure Specialist team to ensure that any risks to availability or performance are identified.
* Support the Service Desk 1st line team during exceptional busy periods to ensure call answering KPI’s are maintained.
Key Responsibilities:
* Diagnose and resolve level 2 incidents and aim to meet response and resolution within predetermined SLA’s.
* Provide onsite and remote desktop and server support.
* Build rapport with all new and existing clients to develop positive working relationships.
* Cooperate to promote the development of the service desk team and the success of the company as a whole.
* Manage, update, and close tickets in the call queue.
* Actively chase suppliers or resolution groups for resolution to incidents or problems.
* Proactively identify areas for improvement in conjunction with the Service Desk Manager and Service Delivery Manager.
* Develop operational run books and knowledge base information.
* Work as part of a team to implement/design new solutions.
* Work with 2nd line resources across the organization to resolve or escalate problems.
* Act as an incident escalation point within an ITIL Service Desk environment for the 1st Line Engineers.
* Ensure infrastructure is secure and meets security guidelines.
* Mentor team members on best practice.
* Ensure service processes for change, configuration, and problem management are adhered to at all times.
* Be professional and courteous to colleagues and clients.
General Responsibilities:
* Support colleagues to ensure they meet their objectives.
* Support the Board of Directors and Management Team in delivering beneficial change for the business.
* Adhere to Xerox Equal Opportunities policy and promote equality of opportunity.
* Be responsible for your own health and safety and that of colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives.
* Work in accordance with the Data Protection Act and ensure all new systems are reported to your Data Protection Controller.
* Undertake other duties as may be reasonably expected.
* Provide a healthy and comfortable working environment; smoking is prohibited throughout the company’s premises, except in designated areas.
Required Skills and Experience:
* Good understanding of IT infrastructure.
* Knowledge of desktop, server, printers, and storage hardware and their components.
* Knowledge of network devices and their roles.
* Ability to plan, organize, and adapt to changing job tasks within own role.
* Open to feedback and committed to self-development.
* Team worker with a ‘can do’ attitude.
* Strong verbal and written communication skills.
* Excellent customer-facing, communication, interpersonal, and presentation skills.
* Strong analytical, logical, and troubleshooting skills.
* At least two years’ experience working in a customer-facing IT support environment.
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