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Xerox Technical Helpdesk & Digital Remote Support Agent - Bespoke to Rolls Royce Contract in Bristol, United Kingdom

Technical Helpdesk & Digital Remote Support Agent - Bespoke to Rolls Royce Contract

General information

City: Bristol

State/Province: Avon

Country: United Kingdom

Department: Technical Customer Services

Date: Tuesday, June 22, 2021

Working time: Full-time

Ref#: 20011528

Job Level: Individual Contributor

Job Type: Experienced

Job Field: Technical Customer Services

Seniority Level: Associate

Description & Requirements

Xerox (NYSE: XRX) makes every day work better. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.

Purpose:

The role holder works as part of the service delivery team that is aligned to Rolls Royce. He/she will have focus on the following:

  • Delivery of service that meets SLA and delights the customer (KPI: SLA achieved & high customer satisfaction)

  • Supporting the achievement of productivity improvements (KPI: Value for customer & enhanced margin)

  • Contributing to service transformation and business growth (KPI: Further profitable service revenue)

Scope:

  • Helpdesk Activity – Reviewing of Device Raised Alerts (DRA’s) on XDM

  • Support of Helpdesk ticketing activities by use of XSM, XDM & Customer systems (Remedy) & associated tools.

  • Remote monitoring of devices & troubleshooting issues

  • Ensuring on site / network / device security restrictions are adhered to & liaison with security

  • Escalate in accordance with agreed procedures for next level maintenance and technical support

  • Remote printing of labels to Devices

  • Remote Firmware Upgrades

  • Remote uploading of clone file to devices

  • Carry out regular preventative maintenance checks on machines whilst traveling between given activities.

  • Keeping accurate records of additional activities & tasks completed

  • Carry out first level support (e.g. jam clearance, fitting of customer replaceable units i.e. maintenance kits / troubleshooting etc) utilising basic technical skills for onsite Xerox devices in Bristol.

  • Proactively resolve and escalate any issues discovered whilst attending customer locations

  • Placing relevant fault calls for engineer attendance & manual orders for consumables on ESAP

  • Ensure feedback from the customer is communicated to the team

  • Maintain ongoing daily communication with the Helpdesk in Derby, for activity to be planned within SLA.

  • Communication with end users to keep them informed of progress of logged activity

  • Assisting users with any device operating queries / overview training

  • Interface with Customer Service Organisation & Business Process Executive of contact for device moves, installs & Esap updates when requested

  • Updating Key User info & Changes to XSM/XDM, updating of records & floor plans

  • Keep accurate records of inventory, maintain emergency stock levels & hand deliver urgent consumables to users when necessary.

  • Check consumable deliveries (e.g. bulk order) & work with helpdesk to resolve any automatic consumables queries for Mail Room.

  • Escorting Logistics crew around site due to security restrictions

  • Managing Ecobox in Xerox onsite store

  • Collection of manual meter readings, feeding to Team within given timescales

  • Carry out any investigative work requested by Team within agreed timescales

  • File signed sheets, check emails, stack consumables into racking & general tidying of office / storeroom.

  • Health & Safety awareness – report any issues to SDE

  • Documenting & updating processes & general administration activities required to support the team maintaining the contracted SLA’s

  • Supporting, identifying & implementing process improvements where necessary - maintaining customer satisfaction / improving the end user experience

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity or expression, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion! People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

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