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Xerox Technical Service Desk Analyst (2nd Line) in Bristol, United Kingdom

Technical Service Desk Analyst (2nd Line)

General information

City: Bristol

State/Province: Bristol

Country: United Kingdom

Department: Presales & Implementation

Date: Thursday, December 1, 2022

Working time: Full-time

Ref#: 20020881

Job Level: Individual Contributor

Job Type: Experienced

Job Field: Presales & Implementation

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.

Job Summary:

As part of our continued expansion, Xerox IT Services requires an 2nd line service desk analyst to join our Client focus team based primarily in the Xerox Whitchurch office.

The primary focus of the role is to ensure that we are maximising value from our service desk function, This will involve this will involve providing high standard 2nd Line support. Driving Service continuity across the desk in terms of process & Knowledge base development. Closing service requests and driving down incidents.

The role demands a detailed understanding of Microsoft Windows 7 to 11, Fundamentals of Microsoft Windows Server 2012 and above. Managing roles such as DHCP,DNS,Active Directory, Citrix User Sessions, Application support for Bighand, iManage, Adobe Acrobat, MS Outlook & Office suite, MS Intune, Blackberry MDM.

Main Duties:

  • Remote installation of end-user hardware.

  • Physical Network Patching

  • Co-ordinate with Client to order the relevant hardware for end users.

  • Provide 1st & 2nd Line Support

  • Provide onsite and remote desktop and server support

  • Build rapport with end-users and develop positive working relationships

  • Manage and update Incident & Service Requests in queue

  • Develop and Maintain Knowledge Base articles

General Responsibilities:

  • As part of the dedicated client team for IT Services you will be expected to participate fully in:

  • Support Colleagues wherever practicable to ensure they meet their objectives

  • To support the management team in delivery change that benefits the business as a whole

  • To work in accordance with the Data protection act and to ensure that all new systems are reported to your line manager.

  • To undertake such other duties as may be expected

  • Adhere to and monitor Employee Health and Safety, Equal Opportunities, Anti-Corruption, Information Security, and such other relevant policies as are in place from time to time

  • Working Relationships with 1st & 2nd Line Engineers, Service Desk Team Leader, IT Service Delivery Manager, Desk Side Support Engineers, Infrastructure Technical Specialists, HR Department

Qualifications:

  • IT related degree

  • At least two years' experience working in a customer facing IT support environment

  • Bid Management and Project Management

  • Managing a Team in vendor management / sales order processing / inventory control

  • A good understanding of IT infrastructure

  • Knowledge of desktop, server, printers and storage hardware and their components

  • Knowledge of network devices and their roles

  • Proficient in the use and support of: Microsoft Office, Microsoft Windows client, Microsoft Windows Server, Active Directory, DNS, DHCP, Printer Hardware, Network cabling, Mitel Telephony, LanSweeper (CMDb), SCCM (Patch Management), Ticket Systems, Mac desktop OSX, Microsoft Exchange, Office 365, Remote Desktop, Citrix XenDesktop and XenServer, VMWare ESXi, Email Relay and antispam, Veeam, Managed print solutions, Hosted Telephone systems

  • Ability to plan, organize and adapt to changing job tasks within own role

  • Team worker and 'can do' attitude

  • Excellent customer facing, communication, interpersonal and presentation skills

  • Strong analytical, logical, and troubleshooting skills

  • Strong verbal and written communication skills

  • MCSA, MCSE, Citrix, CCA, CCP, CCE, VMWare, VCA, VCP, VCAP, VCIX, VCDX, ITIL foundation

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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, 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: https://www.xerox.com/en-us/jobs/diversity 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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