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Helpdesk Agent/Technical Support

Eingestellt von Resource Solutions - Xerox

Gesuchte Skills: Support, Client, Network


Helpdesk Agent/Technical Support
12 month Fixed Term Contract

We are currently recruiting a team of helpdesk/technical support agents for an exciting new contract in the Leeds area and 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 join us on this exciting new adventure then read on.......

The role holder works as part of the service delivery team that is aligned to one or more customers.

Job Purpose:
Be the primary contact/advisor for client and support staff on all escalation initiations
Handle telephone/web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our clients and support staff.
Proactive and reactive event/incident management support Invite client to participate in telephone problem resolution using available tools to diagnose and resolve technical problems
Facilitate or escalate client issues and complaints, both internally and externally
Co-ordinate all consumable calls in order to enable dispatch of Multi-Vendor consumables to clients
Support Service Delivery Team with rationalisation programmes
Liaise with various service desks and 3rd party service providers escalating through these avenues to close
Validate client details and requirements on data entry, categorise and deal with appropriately ensuring management database (all appropriate) is 100% accurately maintained
Maintain accurate database information within software application
Obtain call closure details on all dispatched calls
Completion of all Back Office installation tasks to bring device onto network
Assist the Helpdesk Team Leader in the implementation of knowledge transfer actions to the client organisation
support structure
Consumables ordering and tracking from alerts to tickets
Support and deliver accurate processes
Manage incident team workflow and resolution timelines
Feedback to management any issues with logistics in relation to quality of information received to connect devices to the network

Process adherence:
Adhere to standards and procedures
Contribute to process improvement
Adhere to quality standards

Participate in team meetings and 1-1 sessions with your Team Leader
Coach new team members on process, product and on specific client bases

Qualifications - External
Proven track record in delivery of excellent customer service
Excellent technical knowledge
GCSE grade C or above (or equivalent) in English & Maths
Strong attention to detail
Good communication skills including verbal and written
Good command of MS Office Suite, primarily Excel, Word and Outlook

Knowledge of billing methodology and systems
Knowledge of networks and operating systems
Experience of working to Service Level Agreements.
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


  • Vertragsart:


  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Resource Solutions - Xerox