Technical Support

Landscape Printing Systems Limited
04 Apr 2019
28 Apr 2019
Contract Type
Full Time
Technical Support

Xeretec’s 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.

Position: Helpdesk Agent
Location: Aberdeen
Job type: Full Time, Permanent
Hours: 37.5 hours per week
Salary: £17,000

About the role:

The Helpdesk Agent will provide experienced technical support and the highest level of customer service to meet the needs of our Manage Print Service (MPS) department.


- Serve as the initial point of contact for support requests 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

About you:

- Ideally at least two years’ experience working within an IT related helpdesk role
- Good technical and problem-solving skills
- Ability to communicate with staff at all levels, even under pressure
- Friendly and polite telephone manner
- Personal and burning desire to develop and progress within an environment that fosters continual improvement

Minimum Requirements:

- Experienced with Office 2003 / 07 / 10 / 13 / 16
- Experienced with Microsoft Windows 7 & 10
- 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
- Experience working to KPI and SLA targets
- Printer configuration and installation

You may have experience of the following: Helpdesk Agent, IT Support, Technical Support, IT Helpdesk Analyst, IT Support Analyst, Support Analyst, Applications Support Analyst, 1st Line Support, etc

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