Job Information
Xerox Helpdesk Manager in Wimborne Minster, United Kingdom
Helpdesk Manager
General Information
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City
Wimborne Minster
State/Province
Dorset
Country
United Kingdom
Department
Technical Customer Services
Date
Wednesday, March 13, 2024
Working time
Full-time
Ref#
20032236
Job Level
Individual Contributor
Job Type
Experienced
Job Field
Technical Customer Services
Seniority Level
Associate
Description & Requirements
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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. (https://www.xerox.com/en-us/jobs/diversity)
About Xerox IT Services:
Xerox IT Services in the UK is part of the Global Xerox IT Services Team and serves the customers of Xerox Direct and its Acquired Companies in the UK.
We offer a comprehensive portfolio that includes Managed IT Services, Infrastructure and Networking, Data Centre deployment, Cloud services, End User Compute hardware and Security specialisms.
A team of 150 IT professionals make up the UK IT Services team.
Our vision is to continue to offer locally delivered and tailored IT Support and Professional Services engagements to our customers and grow our UK business both organically and through acquisition.
Job Summary:
The Helpdesk Desk Manager has overall responsibility for the IT service desk functions at ITEC including all customer incidents, problems, service requests and change requests.
This is a hybrid role in Wimborne, BH21 1QU.
The primary function of the role is to manage the day-to-day running of the customer service desk, in the office and in the field, ensuring customer requests are responded to in a polite and efficient manner and faults are resolved promptly or escalated as required.
Working with the Service Delivery Manager to develop the team structure in line with ITEC and customer needs, recruiting, training, coaching and mentoring staff as required.
The Helpdesk Desk Manager acts as a point of escalation for incidents so must have a broad range of technical knowledge with regards to IT infrastructure. Establishing inter-departmental and customer communication channels for high-priority incidents is a key part of the role.
Working with Pre-Sales and the Sales teams to provide support on new business opportunities, the role is also responsible for managing the new client take-on process for the service desk.
Developing and building relationships with customers to retain business is a key part of the Helpdesk Desk Manager role. This is achieved via constant customer communication, responding to feedback, service review meetings and regular reporting.
For the benefit of ITEC, the Helpdesk Desk Manager must continuously gauge customer satisfaction and provide data and reports indicating performance against SLA and trend analysis to Senior Management.
Overall responsibility for theIT service desk function
Customer incidents, problems, service requests and change requests
Recruiting, training, coaching and mentoring the service desk team leaders and technical support staff
Escalation point for High Priority and Critical Incidents
Managing Service Desk Processes
Managing the Service Desk Toolset
New Customer Take-On Process
Building and maintaining good relations with customers
Data and Reporting of KPIs
General Responsibilities:
To support your colleagues, wherever practicable, to ensure they meet their objectives
To support the Board of Directors and Management Team in delivering change that benefits the business as a whole
To adhere to ITEC's Equal Opportunities policy in all activities, and to actively promote equality of opportunity wherever possible
To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directives
To work in accordance with the Data Protection Act and to ensure that all new systems are reported to your Data Protection Controller
To work in accordance with our ISO27001 Information Security policies and procedures
Required Experience:
A high-level understanding of IT and networks
Knowledge of desktop, server, printer hardware, and network devices
Microsoft Office
Microsoft Windows Server
Active Directory
DNS, DHCP
Microsoft Exchange
Office 365
Remote Desktop
VMWare ESXi
Email Relay and antispam
Sonicwall routers
Dell / HP server and network hardware
Excellent communication, interpersonal, presentation, and communication skills
Strong analytical, logical, and troubleshooting skills
Service delivery management and methodologies
At least 10 years’ experience working in a service desk environment
At least 2 years’ experience in an IT or Service Desk Management role
ITIL Service Management 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.