1st Line Analyst General Information Press space or enter keys to toggle section visibility City Bristol State/Province Bristol Country United Kingdom Department TECHNICAL_HELPDESK_&_DIGITAL_REMOTE_SUPPORT Date Monday, August 11, 2025 Working time Full-time Ref 20036312 Job Level Individual Contributor Job Type Early Career Job Field TECHNICAL_HELPDESK_&_DIGITAL_REMOTE_SUPPORT Seniority Level Associate Description & Requirements Press space or enter keys to toggle section visibility 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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today's global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com. Job Summary: As part of our continued expansion, Xerox IT Services requires an office-based 1st Line Technical Analyst to join our client focused team. The primary function of the role is to respond to and resolve escalated customer IT support calls and maintenance tasks in a polite and efficient manner. And provide an efficient, professional Service to customers. The role entails exposure to a large IT environment, and from on-premise server environments, to cloud hosted virtual server clusters. In addition to handling incidents, problems, service requests. Monitoring and maintenance tasks, the individual will have the opportunity to work with the infrastructure project team. Xerox installs and maintains technologies provided by SonicWALL, Microsoft, VMWare, Citrix and Aruba to name but a few. Direct calls to appropriate department/individual, providing them with as much information as is necessary to ensure their response is correct and relevant. This person must have the ability to work as part of a team, and there is a shift pattern during the week of 7AM - 7PM. The role always expects a proactive 'team player' mentality and professionalism. Main Duties: Diagnose and resolve level 1 incidents and aim to meet response and resolution within predetermined SLA's Manage, update and close tickets in the 1st line call queue Actively chase suppliers or resolution groups for resolution to incidents or problems Mentor team members on best practice Develop and maintain run books. Ensure configuration documents are up to date Ensure service processes for change, configuration and problem management are adhered to at all times Be professional and courteous to colleagues and the clients Provide remote desktop and server support Proactive management of client networks Build rapport with all new and existing clients to develop positive working relationships Co-operation to promote the development of the support team and the success of the company as a whole Ticket logging, escalating and regular feedback to the Service Desk Manager 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 Qualifications: Required: A good understanding of IT and networks Knowledge of desktop, server and printer hardware and their components Knowledge of network devices and their roles Knowledge of Customer service principles and practices Microsoft Office Microsoft Windows client Microsoft Windows Server Active Directory DNS, DHCP Printer Hardware Network cabling Microsoft Exchange Office 365 Remote Desktop Email Relay and antispam Ability to plan, organize and adapt to changing job tasks within own role Open to respond to feedback and committed to self-development Team worker and 'can do' attitude Excellent customer facing, communication, interpersonal and presentation skills Ability to provide reception duties GCSE or Functional Skills level Maths/English. Preferred: At least two years' experience working in a customer facing IT support environment Mac desktop OSX Citrix XenDesktop and XenServer VMWare ESXi Veeam SonicWALL routers Dell and HP server and network hardware Full clean driving licence Microsoft: MCSA, MCSE Citrix: CCA, CCP, CCE VMWare: VCA, VCP, VCAP, VCIX, VCDX ITIL foundation IT related degree Mitel accreditation Any Managed Print solution accreditations \LI-ZD1 \LI-ONSITE 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.