Software Technical Helpdesk Support Associate Iii

1 month ago


Preston, United Kingdom Arena Group Ltd Full time

**General Information**:

- City- Preston- State/Province- Lancashire- Country- United Kingdom- Department- Technical Customer Services- Date- Monday, June 19, 2023- Working time- Full-time- Ref#- 20030343- Job Level- Individual Contributor- Job Type- Experienced- Job Field- Technical Customer Services- Seniority Level- Associate**Description & Requirement**:
**About Xerox Holdings Corporation**- Job Summary- Responsible for troubleshooting hardware, software, and network operating problems over the phone. Drive/own the governance to support driving the digitisation of forms, applies understanding and knowledge of information systems products and services to assist users. Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems. Prioritizes issues using appropriate escalation procedures, and coordinates referrals to technical, professional, or service personnel as needed.Purpose- Builds knowledge of the organization, processes and customers
- Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills
- Receives a moderate level of guidance and direction
- Moderate decision making authority guided by policies, procedures, and business operations protocol
- Main Responsibilities- May perform one or more of the following:

- All other duties as assigned
- Issue Management- Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution- Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems- Receives and prioritizes issues and forwards using appropriate escalation procedures- Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel- Service & Product Ownership- Applies understanding and knowledge of information systems products and services to assist users- Coordinates referrals to appropriate technical, professional, or service personnel- Provides functional or task leadership- Coordinates special projects and system upgrades- Client management- Drive/own the associated governance to support driving the digitisation of forms across a number of Business Groups- Scope
- Pricing & timetable using the t-shirt model
- Briefs customers and/or management on the status of resolution efforts- Recommends system or process improvements, including procedures, training, and enhanced documentationTransition planning- Development target and schedule- Ensuring alignment & monitoring progress with Business Group and Xerox resources- Communications planning for approver and end usersUnderpinning the above will be
- **Service Management** - includes:
- delivery of business intelligence to EITS and the relevant Business Group
- o progress reporting of development & test activities- o service reporting against KPIs- financial management (cost management & invoicing)
- review of t-shirt sizing
- change management
- risk management
- Job Requirements- 3 years of IT-related experience
- Experience installing and maintaining print drivers
- Experience with print queue management and servers
- Experience with general printers and multifunction printers
- Must have good communication skills
- ** Must be able to obtain a full security clearance**
- Nice to Have- Xerox Device Management
- YSoft SafeQ6 Knowledge
- Powershell



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