MPS Helpdesk Agent

Rose Recruitment
11 May 2018
15 Jun 2018
Contract Type
Full Time
Our Clients customer-focused services empower businesses to take control of their print environment, maximise efficiency and productivity, ensure compliance and reduce costs. We have grown to become Xerox’s largest partner in Europe specialising in managed print services and production print technology and are a leading integrator of digital print hardware, software, solutions and services for businesses in any industry and of any size.

Our people set us apart. Proud and passionate to work with our client, they have the skills and expertise to deliver an unbeatable level of service. From a dedicated helpdesk agent for every managed print service account to a customer relationship team that work proactively with customers to identify ways to increase efficiencies, all our people are focused on one goal - delivering the best service in the industry. As a privately owned company, we also have the freedom to develop areas that offer long-term benefits to our customers rather than deliver short-term goals to investors. Over 65% of our employees are in service-related roles with our analysts and technical teams accredited to the highest levels.

This role is to provide experienced technical support and the highest level of customer service to meet the needs of our Manage Print Service (MPS) department.

The role involves working in a busy and lively office, working as part of a team and alone to drive the helpdesk forward and ensuring that SLA’s and KPI’s are not only met but exceeded. The role is ideally suited for candidates with at least two years’ experience working within an IT related helpdesk role with good technical and problem solving skills. The post is based in our Aberdeen office.


• Serve as the initial point of contact for support issues for our Managed Print customers.
• Accurately diagnose support issues by gathering the necessary information and perform initial troubleshooting and ticket triaging.
• Clearly and thoroughly document requests for assistance in the ticket management systems and track incidents to resolution.
• Prompt and efficient call handling with end user remote support.
• Management of all consumable & break fix incidents within a ticketing system.
• Working to Service Level Agreements (SLAs) and Key Performance Indicators (KPI).
• Emphasis on taking initiative whilst following procedures and working with systems and processes.
• Responsible for providing an extremely high level customer focused support.
• Responsible for working well in a team focused environment.
• Manage calls through to resolution or escalation if required.
• Administration tasks in support of the Managed Print model.


Applicants should be able to demonstrate a professional, friendly and approachable manner coupled with the ability to communicate with staff at all levels, even under pressure. They should also have a friendly and polite telephone manner and should be able to work using their own initiative, show a high level of attention to detail and have a personal and burning desire to develop and progress within an environment that fosters continual improvement.

Minimum Requirements

• Office 2003/07/10/13/16.
• Microsoft Windows 7 & 10.
• Be familiar with server 2003/ 2008/ 2012 & 2016 environments.
• Excellent analytical and problem solving skills.
• Excellent time management and organisational skills.
• Professional, Accountable and ‘team player’ mindset
• Use of ticketing system software.
• Printer configuration and installation

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