Xerox

Scope:

The primary focus will be on monitoring the flow of documents & raising issues and alerts with the relevant team via ticketing tool. This is a Monitoring Helpdesk Role that will require system and process knowledge, and strong analytical approach.

Responsibilities:

• Supporting 24/5 Working Environment.
• Entering pertinent information into a ticketing system for escalation to appropriate resolver group.
• Provide timely and proactive communication to customers on open cases, not letting cases remain in progress without an update depending upon Service Level Agreement (SLA).
• Continuous monitoring of Documents flow in system through applications & other supporting tools.
• Reporting & Following up in case of any abnormality in Invoice Flow in applications to relevant Teams.
• Take lead on dispositioning of all tickets entered by self and doing a proper follow up with appropriate escalation teams until resolution 
• Become adept in the use of the ticketing system, and routing to corresponding resolver groups without reliance on a call script to guide her/him 
• Take feedback from Manager for corrections and/or improvements after review of Production, Feedback, and Implementation for updates, questions, correct type assignment, Quality Accuracy, SLA delivery, etc.
• Work on simplification of Workflow Tools & Exceptions. · Issue Identification & Analyzing the impact. 
• Contribute to the Production facing Knowledge Repository on a regular basis, and update remediation steps to provide production with a valuable self-service guide to use before reaching out to IT Team. Resources.
• Unblocking and removing barriers for delivery of service that meets SLA and delights the customer driven through service improvement plans.
• Supports the deployment of security standards deployment and readiness and compliance to various requirements as deemed necessary from time to time like GDPR, ISO, SOC etc.

Qualifications and experience:

• Demonstrable experience of working in a complex 24*7 support role with a minimum of 4 years of work experience.
• Strong process management skills.
• Demonstrated ability to work collaboratively - in a matrix management environment.
• University degree with significant industry experience in a related field.
• Experienced in ITIL, PMP etc will be an added advantage § Relevant Professional qualifications like Lean Six Sigma, etc will be preferred § Good verbal and written communication skills.
• Should be open to work in different shifts.
• Results and goal-oriented, with a strong work ethic.
• Energetic, assertive, customer-centric personality. 
• Puzzle solver; likes to tinker and troubleshoot issues. Analytical and consultative focus. 
• Ability to handle multiple issues at once, and prioritize that work § Has a strong desire to learn new technology (and may have a strong technical background – such as SQL, web servers, enterprise application support).
• Should possess good knowledge of Process Documentation.

Physical requirements & work environment: