Technical Helpdesk - Bristol, United Kingdom - Xerox

Xerox

Verified Company

Bristol, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

City- Bristol- State/Province- Bristol- Country- United Kingdom- Department- Technical Customer Services- Date- Wednesday, August 30, 2023- Working time- Full-time- Ref# Job Level- Individual Contributor- Job Type- Experienced- Job Field- Technical Customer Services- Seniority Level- Associate
Description & Requirement:

About Xerox Holdings Corporation- Now in our 31st year, ITEC has grown to become one of the UK's leading office technology providers. Today, our 300 staff provide a dedicated service to over 3,500 organisations.

With our headquarters in Bristol and with regional offices across the UK providing local sales expertise and support services, we are committed to helping our customers achieve more from their technology by providing smarter working solutions.

Having extended our services and solutions beyond Managed Print, we also provide IT Infrastructure, Unified Communications, Connectivity, IT Support, Document Workflow, Mailing Solutions and a growing cloud solution portfolio.

Job Summary:

The Helpdesk Manager has an overall responsibility for all proactive and reactive functions during working hours. This will include all customer incidents, problems, service requests and change requests
The Helpdesk Manager acts as a point of escalation for incidents so must have a broad range of technical knowledge with regards to IT infrastructure. Establishing interdepartmental and customer communication channels for high priority incidents is a key part of the role
This person must have the ability to work independently but also as part of a team
The Helpdesk Manager is 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
So they are able to perform the required function, it is essential the Helpdesk Manager has detailed technical knowledge of network infrastructure topology and server support
The Helpdesk Manager must have a good understanding and ability to work unsupervised on desktop, network and server support
This person will also need to take a lead role in mentoring and developing the Technical Field analysts within the team
The role always expects a proactive 'team player' mentality and professionalism
The role will play a key part in ensuring that we anticipate issues before they arise and resolve issues where we are forced to be reactive
The Technical Support Team Leader will also be expected to:
Provide level 1/2/3 support for key incidents and issues related to our clients
Provide problem management and technical analysis
Perform troubleshooting & root cause analysis documentation
Proactively look to develop existing solutions to improve resiliency, availability, and performance
Ensure that systems are patched and maintained in accordance with the clients & ITEC's expectations
Work with the SDM to ensure that any risks to availability or performance are identified

Key Responsibilities:

Diagnose and resolve level 1,2,3 incidents and aim to meet response and resolution within predetermined SLA's
Manage, update and close tickets in all service desk queues
Actively chase suppliers or resolution groups for resolution to incidents or problems.
Maintain and monitor system and infrastructure performance across the stack.
Provide infrastructure forecasting reports to preempt performance / capacity bottlenecks.
Proactively identify areas for improvement in conjunction with the Service Delivery Manager
Develop operational run books and knowledge base information
Act as an incident escalation point within in an ITIL Service Desk environment.
Develop & document standards for automation, standardisation & optimisation in all service as part of best practice to optimise workflows and cost efficiency
Mentor team members on best practice
Develop and maintain run books. 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 the clients
Overall responsibility of the night shift function
Provide onsite and remote desktop and server support
Routine maintenance and proactive management of client networks
Managing and Building incoming laptop/pc's

Key working relationships include:

Service Delivery Managers
Infrastructure Specialists
Technical Field Analysts
Service Desk Managers
Technical Support Team Leader (Night Shift)
Client IT Team Members

Required Experience:

A good understanding of IT infrastructure
Knowledge of desktop, server, printers and storage hardware and their components
Knowledge of network devices and their roles
Strong verbal and written communication skills
Proficient in the use and support of:
Microsoft Office
Microsoft Office

36- Mic