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Helpdesk Agent - 1st line Support

Eingestellt von Resource Solutions - Xerox

Gesuchte Skills: Support, Client, Network


Helpdesk Agent


12 month fixed term contract

We are always eager to find new talent for our teams of helpdesk/technical support agents and with an ever growing business in the Leeds area we are looking for individuals who are technically minded and looking to join a great company like Xerox.

If you are looking for a challenge and want to be included in a talent pool for current and future recruitment and if you would like to join us on this exciting adventure then read on.......

Job Purpose

Supporting Managed Services key clients by providing relevant services on all client copiers, multi-functional devices, printers and fax machines.

The work undertaken by the role holder is completed in line with the Service Level Agreement and Statement of Work relevant for the customer.

Key Accountabilities

Managing Customer Interactions:

- Be the primary contact/advisor for client and support staff on all escalation initiations and service delivery
- Handle telephone calls and active incidents and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customer and support staff. Provide proactive and reactive event/incident management support
- Invite customers to participate in telephone based problem resolution using available tools to diagnose and resolve technical problems
- Facilitate or escalate customer issues and complaints, both internally and externally
- Co-ordinate all consumable calls in order to enable dispatch of Xerox and Multi Vendor consumables to customers
- Support the Service Delivery Team with rationalisation and improvement programmes
- Liaise with various service desks, Xerox and 3rd party service providers escalating through these avenues to resolve
- Accurately validate customer details and requirements on data entry, categorise and deal with customer requests appropriately ensuring management database (and all appropriate information) is 100% accurately maintained
- Maintain accurate database information within XOS software application and other toolsets.
- Obtain and accurately record closure details on all dispatched calls
- Accurately complete all Back Office installation tasks to bring devices into support
- Assist the Helpdesk Team Leader in the implementation of knowledge transfer actions to the customer organisations support structure
- Progress all consumables orders, and track to resolution. (Alerts and Tickets)
- Support and deliver accurate Installation, Move and Change processes
- Manage team incident workflows and resolution timelines within SLA
- Feedback to management any issues with logistics and/or in relation to the quality of information received to connect devices to the network

Process adherence:

- Adhere to CLIENT/Xerox standards and procedures at all times.
- Contribute to process improvement activities.
- Adhere to CLIENT/Xerox quality and accuracy standards at all times.


- Participate in team meetings and 1-1 sessions with your Team Leader
- Coach new team members on processes and products in respect of specific client bases

Security & Confidentiality:

Appreciation for customer and Xerox sensitive data

Risk aware, with a stop and check' approach

Adhere to CLIENT/Xerox security standards at all times

Candidate Requirements


- Proven track record in delivery of excellent customer service
- Good experience of problem solving and working to SLA's/Targets
- GCSE grade C or above (or equivalent) in English & Maths
- Strong focus on, and attention to, detail and accuracy
- Excellent communication skills, both verbal and written
- Good command of MS Office Suite, primarily Excel, Word and Outlook
- Basic understanding of Network Principles.


Knowledge of Xerox billing methodology and systems

- Excellent technical knowledge of Laser Printing and MFD device functionality

Knowledge of network protocols and operating systems

Any relevant industry qualifications - ie A+, MCDST, Cisco CCN

Personal Characteristics:

Good Team Player


Can do' attitude

Ability to work under pressure

Ability to adapt to change in the workplace

Problem solving skills

Customer relationship building

Prioritisation & Negotiation skills

Customer Focus

Personal resilience

Detail Focus


  • Vertragsart:


  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Resource Solutions - Xerox