Enhanced Service Desk Agent
4 weeks ago
We are seeking a highly skilled and motivated Service Desk Agent to join our team at LUK Lexmark International Ltd. As a key member of our Enhanced Service Desk, you will provide first and second line technical support to our Managed Print Service customers.
Key Responsibilities- Receive, log, and manage requests for service from Managed Print Service customer Help Desks via our internal call management system.
- Provide 1st and 2nd line support, troubleshooting IT-related problems from printer hardware to software solutions, with a primary aim of affecting a high percentage of remote fixes.
- Log incidents accurately, with both concise and clear instructions, to enable the Service Partner and/or Lexmark Technicians to effect a high percentage of first-time fixes.
- Manage and monitor customer SLAs to ensure service delivery is provided in line with contractual agreements.
- Take end-to-end ownership of incidents, ensuring accurate and timely updates are maintained in the customer's service management system.
- Proactively manage customer assets, monitoring the entire printer fleet to minimize downtime by identifying and resolving faults quickly.
- Perform a range of administration duties within this role.
- Meet individual and team key performance indicators, which will be measured on a monthly basis.
- Good standard of secondary education.
- Recognized technical qualification/s.
- Demonstrable experience of manufacturer's technology training.
- Experience in Technical Support activity/Customer Service experience of min. 2-3 years.
- Experience in a break-fix environment, of working with both color and mono laser printers, including MFDs, and/or copier technology is a clear advantage.
- A sound understanding of Networks and IT infrastructures.
- Experience of dealing with escalated customer situations.
- Good incident management experience.
- Good verbal and written communication skills, with an ability to deal with customers at all levels.
- Self-motivated individual with the ability to use initiative in taking full ownership of problematic situations, supported by documented action plans.
- Calm and logical approach to any situation.
- Conversant with MS Office Applications.
- High level of integrity.
- Enthusiastic and self-motivated individual who gains satisfaction from providing exceptional customer service.
- Ability to work within a team environment.
- Capable of delivering results under pressure to ensure achievement against target.
- Flexibility approach to role and customer requirements.
- A sound understanding of the changing environment in which the business operates.
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Enhanced Service Desk Agent
4 days ago
Maidenhead, Windsor and Maidenhead, United Kingdom Lexmark Full timeJob Title: Enhanced Service Desk AgentLexmark is seeking a highly skilled and motivated Enhanced Service Desk Agent to join our team. As an Enhanced Service Desk Agent, you will be the first point of contact for our customers, providing technical support and resolving issues in a timely and professional manner.Key Responsibilities:Provide technical support...
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Enhanced Service Desk Agent
4 days ago
Maidenhead, Windsor and Maidenhead, United Kingdom Lexmark Full timeJob Title: Enhanced Service Desk AgentLexmark is seeking a highly skilled and motivated Enhanced Service Desk Agent to join our team. As an Enhanced Service Desk Agent, you will be the first point of contact for our customers, providing technical support and resolving issues in a timely and professional manner.Key Responsibilities:Provide technical support...
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Enhanced Service Desk Agent
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Maidenhead, Windsor and Maidenhead, United Kingdom LUK Lexmark International Ltd Full timeJob Title: Enhanced Service Desk AgentAbout the Role:The Enhanced Service Desk (ESD) is a critical component of Lexmark International Ltd's Managed Print Service, providing first and second-line technical support to key customers. As an Enhanced Service Desk Agent, you will be the primary point of contact for these customers, representing Lexmark and its...
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Enhanced Service Desk Agent
2 weeks ago
Maidenhead, Windsor and Maidenhead, United Kingdom LUK Lexmark International Ltd Full timeJob Title: Enhanced Service Desk AgentAbout the Role:The Enhanced Service Desk (ESD) is a critical component of Lexmark International Ltd's Managed Print Service, providing first and second-line technical support to key customers. As an Enhanced Service Desk Agent, you will be the primary point of contact for these customers, representing Lexmark and its...
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Maidenhead, Windsor and Maidenhead, United Kingdom LUK Lexmark International Ltd Full timeJob Title: Enhanced Service Desk AgentLexmark International Ltd is seeking a highly skilled and motivated Enhanced Service Desk Agent to join our team. As a key member of our IT support team, you will be responsible for providing first and second line technical support to our Managed Print Service customers.Responsibilities:Receiving, logging, and managing...
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Maidenhead, Windsor and Maidenhead, United Kingdom LUK Lexmark International Ltd Full timeJob Title: Enhanced Service Desk AgentLexmark International Ltd is seeking a highly skilled and motivated Enhanced Service Desk Agent to join our team. As a key member of our IT support team, you will be responsible for providing first and second line technical support to our Managed Print Service customers.Key Responsibilities:Receiving, logging, and...
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