Enhanced Service Desk Agent

7 days ago

Maidenhead, Windsor and Maidenhead, United Kingdom LUK Lexmark International Ltd Full time
Job Title: Enhanced Service Desk Agent

Lexmark 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 managing requests for service from Managed Print Service customer Help Desks via the customer's internal call management system
  • Providing 1st and 2nd line support, troubleshooting IT related problems from printer hardware to software solutions
  • Logging 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
  • Managing and monitoring customer's SLA to ensure service delivery is provided in line with contractual agreements
  • Taking end-to-end ownership of incidents, ensuring accurate and timely updates are maintained in the customer's service management system
  • Proactive approach to management of the customer's assets, monitoring of the entire printer fleet to minimize downtime by identifying and resolving faults quickly
Requirements:
  • 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 printer, 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
Skills and Attributes:
  • 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

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