Xerox

Purpose:

In this role you will be the key point of contact for the client in relation to the Managed Print Services across 2 main hospital area locations combined with some office locations across Co Antrim. You will provide a proactive onsite support service in respect to all printing and scanning issues across a fleet of Xerox Multifunctional Devices. You will be expected to draw on your knowledge of fault finding, repair capabilities and customer service skills. Key elements of the role will be management of client print related issues/escalations and support for all software packages supporting the solution such as XWS, and the wider Xerox tool-suite of software.

General:

• Has developed specialized skills or is multi-skilled through job-related training
• May solve problems of a recurring nature, but takes a broad perspective to problems and may identify new, less obvious solutions
• Completes work with a limited degree of supervision
• Acts as an informal resource for colleagues with less experience
• May lead a team in the performance of a variety of tasks that are generally routine
• May have specialized external certification (technical roles)

Primary Responsibilities:

• Diagnose and resolve technical hardware and software issues using Xerox and partner systems
• Perform full range of maintenance on assigned products; including first hardware or technical resolution, diagnostics, software loads, installation, removal, retrofit and customer call assistance.
• Provides remote resolution of the customers technical issue in the first instance, allocation of the cost effective & correct resource/part required to implement the fix utilizing the technical tool suite available in line with SLA/other targets
• Monitoring of print and application servers related to the MPS, including print queue creation and maintenance.
• Provides timely & appropriate escalation of technical and software problems as specified in the “escalation-procedure” to minimize the down-time of machines.
• Manage call resolve issues in accordance with customers SLA agreement in order to manage customer relations and optimize customer satisfaction.
• Take responsibility for customer satisfaction through proper use of customer management skills and engage the support of other Xerox personnel as required.
• Adhere to proper escalation procedures to resolve customer issues.
• Provide customer training on assigned products in accordance with current field procedures.

Skills and qualifications: 

Essential skills: 

• Experience managing escalations and closed loop process within a business environment
• Exposure to industry standard network environments
• Working knowledge of PC desktop and networking protocols (TCP/IP). 
• Excellent communication skills, written, verbal, and listening 
• Interpersonal skills 
• Able to explain complicated technical concepts to other people with varying levels of technical knowledge/ understanding
• Problem solving / Process improvement skills
• Ability to work on own initiative when required and as part of a remote team
• Flexible and able to cope under pressure.
• Ability to work well as part of a team.
• Communication – able to effectively communicate using a range of verbal and written communication skills with end users and senior customer contacts including the use of Microsoft Excel/PowerPoint
• Capable of working under pressure, multi-tasking and prioritizing proactively to deadlines.
• Capable of working under pressure and prioritizing tasks
• Projects – exposure on mid/large implementations/deployments.
• Capable of implementing new processes as part of wider project objectives.
• Especially important is the ability to communicate appropriately within a diverse multi-cultural environment and across the full range of business disciplines.
• Ability to report progress in an effective and timely manner
• Effective at implementing new processes in an efficient way.

Desirable skills:

• At least 3 years proven track record within a service led similar environment.
• Knowledge and experience of IT operations in medium/large enterprise
• Project management/Presentation experience.
• Understanding of a networked environment, electronic printing processes and document management and production desirable
• Project management skills 
• Good project/service improvement plan management skills.
• Effective at implementing new processes in an efficient way.
• Ability to report progress in an effective and timely manner to local management team.

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