Purpose:
To assist in the smooth operation of Xerox onsite client sites - primarily in the Belfast area - supporting the provision of a suite of on-site services to the Customer Base as required including, but not limited to,: Centralised Print & finishing, Printer Management and Helpdesk to meet individual customer specifications as part of the contingency support team within the Xerox Service Delivery Organisation.
Main Accountabilities:
As part of the Support Team the Support Specialist will need to have a good understanding and working knowledge of Xerox Service offerings across the client customer base. All training will be provided as needed. This is necessary in order to consistently deliver on all relevant onsite activities as outlined within individual customer contracts and SLAs. These will include – but are not limited to - some or all of the following activities:
1. Demonstrate a full knowledge & understanding of the range of services provided by Xerox to our customers
2. Support Xerox sites in the provision of on-site services throughout the year, providing support cover for holiday, sickness and peaks in workload
3. Provide to Customers the range of contracted services to include Fleet Management, Centralized Document Production, Scanning services etc. Provide additional services in line with account base growth and wider digital opportunities
4. Ensure full support and management of office and production devices including break fix, consumables managements and escalation as per defined processes
5. Undertake support tasks and projects as defined by the manager, for example holiday management, stock takes, and other initiatives.
6. Liaise with third party solution providers to ensure call log, close and management by on site team in line with defined Service Level Agreement
7. Liaise with third party solution providers in order to ensure that any additional customer requirements that cannot be met by Xerox Product Portfolio, and yet are critical to a successful service provision, are met
8. Engagement of Xerox analysts, engineers, third party network support and site staff as necessary (problem escalation)
9. Liaise with customers and provide support in relation to the utilization of Xerox equipment and services. Act as a centre of competence in relation to equipment, providing adhoc training to the Customer as required.
10. Support the growth of the Xerox operation on site in order to identify opportunities and highlight to the relevant Account or Service Delivery Manager and participate in revenue generating/marketing initiatives.
11. Support sites through involvement in account reviews, compiling data on performance against key performance levels.
12. Occasional travel to other locations in NI on an as required basis in order to support the wider Operation
13. Participate in team meetings and work as a member of a team.
14. Maintain and develop onsite Service Delivery Manuals
Preferred Candidate Requirements:
ESSENTIAL
15. Minimum of two years successful track record in a customer facing role
16. Highly Flexible and able to cope under pressure and in a highly dynamic environment
17. Basic knowledge and experience of IT
18. Strong Interpersonal skills
19. Problem solving / Process improvement skills
20. Able to translate customer requirements into working solutions
21. Ability to work on own initiative
22. Ability to work well as part of a team.
23. Communication – able to effectively communicate using a range of verbal and written communication skills with end users and senior customer contacts.
24. Capable of working under pressure, multi-tasking and correct prioritization working proactively to deadlines.
25. Especially important is the ability to communicate appropriately within a diverse multi-cultural environment and across the full range of business disciplines.
26. Ability to report progress in an effective and timely manner.
DESIRABLE
27. Understanding of a networked environment, electronic printing processes and document management and production desirable
28. Knowledge of Xerox Office Services and print production environments
29. Full Clean Drivers License
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