Enhanced Service Desk Agent

4 weeks ago


Maidenhead, United Kingdom Lexmark Full time
Job Title: Enhanced Service Desk Agent

Lexmark is seeking a highly skilled and motivated Enhanced Service Desk Agent to join our team. As a key member of our support team, you will be responsible for providing exceptional customer service and technical support to our Managed Print Service customers.

Key Responsibilities:
  • Manage and resolve customer requests in a timely and efficient manner
  • Provide technical support and troubleshooting for printer hardware and software issues
  • Log and track customer incidents accurately and effectively
  • Monitor and manage customer SLAs to ensure service delivery meets contractual agreements
  • Take ownership of incidents and ensure timely updates are maintained in the customer's service management system
Requirements:
  • Good standard of secondary education
  • Recognised technical qualification/s
  • Demonstrable experience of manufacturer's technology training
  • Minimum 2-3 years of experience in technical support or customer service
  • Experience in a break-fix environment, working with colour and mono laser printers, MFDs, and/or copier technology
  • Sound understanding of networks and IT infrastructures
  • Ability to work within a team environment and deliver results under pressure
What We Offer:
  • Competitive salary and benefits package
  • Opportunities for career growth and professional development
  • Collaborative and dynamic work environment


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