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 role requires reporting on-site in Edinburgh, daily.
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. Additionally, they should have the ability to work as a ‘Team Player’ in a developing and growing team. It is essential that 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 play a crucial role in defining and evolving on the phone and in-person service delivery, mentoring and developing the 1st Line Engineers in assisting with escalated calls and professional 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 organisation’s expectations.
* Work with the SDM and Infrastructure Specialist team to identify any risks to availability or performance.
* During exceptionally busy periods, support the Service Desk 1st line team to maintain call answering KPI’s.
Key Responsibilities:
* Diagnose and resolve level 2 incidents aiming 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 overall success of the company.
* Manage, update and close tickets in the call queue.
* Actively chase suppliers or resolution groups for incident resolution.
* Support the Service Desk team during busy periods to ensure call answering KPI’s are maintained.
* 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.
* Collaborate with 2nd line resources across the organisation to resolve or escalate problems.
* Act as an incident escalation point within an ITIL Service Desk environment for the 1st Line Engineers.
* Log tickets, escalate issues and provide regular feedback to the Service Desk Manager and Service Delivery Manager.
* Ensure infrastructure is secure and meets security guidelines.
* Mentor team members on best practices.
* Develop and maintain run books and ensure configuration documents are up to date.
* 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 changes 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 your 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 report all new systems to your Data Protection Controller.
* Undertake other duties as reasonably expected.
* Provide a healthy and comfortable working environment; smoking is prohibited 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.
* 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 in a customer-facing IT support environment.
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