General Information

City
Preston
State/Province
Lancashire
Country
United Kingdom
Department
TECHNICAL CUSTOMER ESCALATION
Date
Friday, January 17, 2025
Working time
Full-time
Ref#
20034856
Job Level
Individual Contributor
Job Type
Experienced
Job Field
TECHNICAL CUSTOMER ESCALATION
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.

Summary:

Responsible for troubleshooting hardware, software, and network operating problems. Own the governance to support digitisation projects and print infrastructure. 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.

  • UK National candidates only, due to the fact Enhanced Security Clearance will be required for the role
  • Full UK driving license required to travel to customer site

Main Responsibilities:

Issue Management:

  • Troubleshoots 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:
  • Be the centre of excellence (SME) to provide support for digitisation and print
  • Applies understanding and knowledge of information systems products and services to assist users
  • Coordinates referrals to appropriate technical, professional, or service personnel
  • Provides functional task leadership and coordinates special projects and system upgrades

Client management:

  • Drive/own the associated governance to support driving the digital services and print across a number of Business Groups
  • Briefs customers and/or management on the status of resolution efforts
  • Recommends system or process improvements, including procedures, training, and enhanced documentation

Transition planning:

  • Ensuring alignment & monitoring progress with Business Group and Xerox resources
  • Communications planning for approver and end users

Service Management:

  • Delivery of business intelligence to customer EIT and the relevant Business Group 
    • Progress reporting of development & test activities
    • Service reporting against KPIs
  • Change management
  • Risk management
  • All other duties as assigned

Qualifications: 

  • Communication: Clear interaction with users
  • Helpdesk experience: 1ST line support, technical
  • Technical Knowledge: Basic IT systems, hardware, and software
  • Technical Knowledge: Microsoft Office Suite
  • Problem-Solving: Logical troubleshooting
  • Customer Service: Ensuring user satisfaction and maintaining strong customer relationships
  • Time Management: Handling multiple requests efficiently
#LI-LL1
#LI-ONSITE

< Go back