Technical Support Specialist

3 weeks ago

Maidenhead, Windsor and Maidenhead, United Kingdom LUK Lexmark International Ltd Full time

Key Responsibilities:

Job Overview

The LUK Lexmark International Ltd Enhanced Service Desk (ESD) delivers first and second line technical assistance to our esteemed Managed Print Service clientele. The agents on this desk serve as the initial point of contact for these clients, embodying the core values of Lexmark. ESD agents are expected to uphold a superior standard of customer service for all support inquiries while adhering to established service management protocols.

This position is part of a collaborative IT support team. The ESD operates seven days a week, necessitating some weekend and holiday shifts on a rotational basis.

Role Responsibilities

Receiving, documenting, and managing service requests from Managed Print Service customer Help Desks through the client's internal call management system. Providing 1st and 2nd line support by troubleshooting IT-related issues, ranging from printer hardware to software solutions, with the primary goal of achieving a high rate of remote resolutions. Accurately logging incidents with clear and concise instructions to facilitate a high percentage of first-time fixes by the Service Partner and/or Lexmark Technicians. Monitoring and managing customer Service Level Agreements (SLAs) to ensure service delivery aligns with contractual commitments. Taking full ownership of incidents, ensuring timely and accurate updates are recorded in the customer's service management system. Adopting a proactive approach to asset management, overseeing the entire printer fleet to minimize downtime by swiftly identifying and resolving faults. Performing a variety of administrative tasks as part of this role. Each ESD agent is expected to meet individual and team performance indicators, which will be evaluated monthly.

Essential Duties:

Comprehensive management of service delivery requests. Prioritizing tasks to ensure Service Levels are met or exceeded. Assigning service requests to Lexmark service delivery partners and/or Lexmark Technicians. Contributing to the ongoing enhancement of departmental processes to positively impact the effectiveness and efficiency of the Enhanced Service Operation. Ensuring support calls are escalated appropriately to the relevant internal/external team members, following established escalation procedures.

Qualifications

A solid standard of secondary education. Recognized technical qualifications. Proven experience with manufacturer’s technology training.

Experience:

A minimum of 2-3 years in Technical Support or Customer Service roles. Experience in a break-fix environment, particularly with color and monochrome laser printers, including Multi-Function Devices (MFDs) and/or copier technology, is advantageous. A strong understanding of Networks and IT infrastructures. Experience in managing escalated customer situations. Proficient incident management experience.

Skills and Attributes

Excellent verbal and written communication skills, capable of engaging with customers at all levels. Self-motivated with the ability to take initiative in managing challenging situations, supported by documented action plans. A calm and logical approach to problem-solving. Proficient in MS Office Applications. High level of integrity and professionalism. An enthusiastic individual who derives satisfaction from delivering exceptional customer service. Ability to work effectively within a team environment. Capable of achieving results under pressure to meet targets. Flexible in approach to role and customer needs. A solid understanding of the evolving business landscape.

Application Process

If you are an innovator, this is your opportunity to make a significant impact with a global technology leader.

Privacy Commitment

LUK Lexmark International Ltd is dedicated to appropriately safeguarding and managing any personal information you share with us.

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