Enhanced Service Desk Agent
5 days ago
Job Overview
The Lexmark Enhanced Service Desk (ESD) is a critical component of our Managed Print Service, providing first and second line technical support to our key customers. As an ESD agent, you will be the primary point of contact for these customers, representing Lexmark and its core values.
Key Responsibilities
- Manage and resolve customer requests for service delivery, ensuring timely and effective resolution.
- Prioritize tasks to meet Service Levels, allocating requests to Lexmark service delivery partners and/or technicians as needed.
- Contribute to the development of departmental processes to improve the effectiveness and efficiency of the Enhanced Service Operation.
- Evaluate and escalate support calls to the appropriate internal or external team member, using agreed-upon escalation procedures.
Requirements
- Good standard of secondary education.
- Recognized technical qualification/s.
- Demonstrable experience of manufacturer's technology training.
Experience
- Minimum 2-3 years of experience in Technical Support or Customer Service.
- Experience in a break-fix environment, working with color and mono laser printers, MFDs, and/or copier technology is an advantage.
- A sound understanding of Networks and IT infrastructures.
- Experience dealing with escalated customer situations.
- Good incident management experience.
Skills and Attributes
- Excellent verbal and written communication skills, with the ability to interact with customers at all levels.
- Self-motivated individual with the ability to use initiative in taking 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 meet targets.
- Flexibility in approach to role and customer requirements.
- A sound understanding of the changing environment in which the business operates.
Working Environment
The role is based in Maidenhead, where you will join a friendly and focused IT support team. The ESD is a 7-day a week operation, with some weekend and bank holiday work on a rota basis.
What We Offer
Lexmark offers a competitive salary and benefits package, as well as opportunities for professional growth and development.
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