Software Technical Support - Preston, United Kingdom - Xerox

Xerox
Xerox
Verified Company
Preston, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Job Summary
Responsible for troubleshooting hardware, software, and network operating problems over the phone.

Drive/own the governance to support driving the digitisation of forms, applies understanding and knowledge of information systems products and services to assist users.

Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems. Prioritizes issues using appropriate escalation procedures, and coordinates referrals to technical, professional, or service personnel as needed.


Purpose

  • Builds knowledge of the organization, processes and customers
  • Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills
  • Receives a moderate level of guidance and direction
  • Moderate decision making authority guided by policies, procedures, and business operations protocol

Main Responsibilities

  • May perform one or more of the following:
  • All other duties as assigned

Issue Management
Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution

Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems

Receives and prioritizes issues and forwards using appropriate escalation procedures

Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel


Service & Product Ownership
Applies understanding and knowledge of information systems products and services to assist users

Coordinates referrals to appropriate technical, professional, or service personnel

Provides functional or task leadership

Coordinates special projects and system upgrades


Client management
Briefs customers and/or management on the status of resolution efforts

Recommends system or process improvements, including procedures, training, and enhanced documentation


Transition planning
Development target and schedule

Ensuring alignment & monitoring progress with Business Group and Xerox resources

Communications planning for approver and end users

Underpinning the above will be
Service Management - includes:

  • delivery of business intelligence to EITS and the relevant Business Group
- progress reporting of development & test activities
- service reporting against KPIs
- change management
- risk management


Job Requirements

  • 3 5 years of ITrelated experience
  • Experience installing and maintaining print drivers
  • Experience with print queue management and servers
  • Experience with general printers and multifunction printers
  • Must have good communication skills
-
Must be able to obtain a full security clearance

Nice to Have

  • Service Now
  • DocuShare
  • YSoft SafeQ6 Knowledge
  • Powershell

Job Types:
Full-time, Permanent


Schedule:

  • Day shift

Supplemental pay types:

  • Performance bonus

Work Location:
In person
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