Xerox Docucare Associate in City of London, United Kingdom

Xerox Corporation is a $22 billion leading global enterprise for business process and document management with over 140,000 employees serving customers in 160 countries. Through its broad portfolio of technology and services Xerox provides the essential back-office support that clears the way for clients to focus on what they do best - their real business.

Docucare Associate – Canary Wharf, London

This role is required to offer Level 2 Docucare Support and will be based in London.

Purpose :

Responsible for the operational, on-site delivery of outsourcing/facilities management to end user customers. Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, and contract commitments delivered within cost targets. Responsible for the first level of fix on the customer location. Fixes will be achieved by either a technical solution at the device or via remote tools.

Responsibilities :

  • The resolution of issues on devices

  • The management of any local stock to support in their tasks,including parts, consumables or paper

  • Develop individual skill set to increase effectiveness ofrole in line with contractual expectations

  • Manage the call and resolve issues in accordance withcustomers SLA agreement in order to manage customer relations and optimizecustomer satisfaction.

  • ·Seniorlevel job with considerable work experience

  • ·Hasdeveloped specialized skills or is multi-skilled through job-related training

  • ·Completes avariety of atypical assignments

  • ·May solveproblems of a recurring nature, but takes a broad perspective to problems andmay identify new, less obvious solutions.

  • ·Completeswork with a limited degree of supervision

  • ·Acts as aninformal resource for colleagues with less experience

  • ·May lead ateam in the performance of a variety of tasks that are generally routine

  • ·May havespecialized external certification (technical roles)

  • ·When responding to a technical issue complete all callactivity on device to support in the maximising of on-going uptime.

Candidate Education:

High School Diploma / (GED) / Secondary School GCSE or equivalent


  • An ability tounderstand technical faults and use problem solving techniques to resolve

  • Advanced knowledge ofall site products and client IT environment.

  • Knowledge of Xerox providedsupport or an ability to learn.

  • Follow Me Printexperience (desirable)

  • May demonstratespecific expertise in a product.

  • Knowledge of Printdrivers.

  • Experience in acustomer facing service delivery role

  • Demonstrates aproactive approach to work with initiative and drive

  • Proven technicalunderstand of print technologies.

  • Experience orunderstanding of resolving software issues.

Xerox is an Equal Opportunity Employer andconsiders applicants for all positions without regard to race, color, religionor belief, sex, age, national origin, citizenship status, marital status,military/veteran status, genetic information, sexual orientation, genderidentity, physical or mental disability or any other characteristic protectedby applicable laws. People with disabilities who need a reasonableaccommodation to apply or compete for employment with Xerox in the U.S. mayrequest such accommodation(s) by sending an e-mail to

Title: Docucare Associate

Location: GBR-City of London-City of London

Requisition ID: 17003350

Virtual/work from home? No