Helpdesk Manager

2 weeks ago

Wakefield West Yorkshire, United Kingdom Xerox Corporation Full time

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City

Wakefield

State/Province

West Yorkshire

Country

United Kingdom

Department

Technical Customer Services

Date

Working time

Full-time

Ref#

20032856

Job Level

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 and explore our commitment to diversity and inclusion.

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 Wakefield.

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 Manageracts 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
  • 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
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