Helpdesk Associate

City: Montgomery

State/Province: Alabama

Country: United States

Department: Technical Customer Services

Date: Monday, February 27, 2023

Working time: Full-time

Ref#: 20022158

Job Level: Individual Contributor

Job Type: Experienced

Job Field: Technical Customer Services

Seniority Level: Associate

Description & Requirements

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com.

Overview:

Xerox Business Solutions Southeast is hiring a Helpdesk Associate to provide customer service and user support on supported equipment, computer applications and software, by troubleshooting via telephone and or remote session. Advise customer on the appropriate actions with the goal of not sending out a field support personnel unnecessarily.

Responsibilities:

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  Respond to request for technical assistance via telephone, and or email.
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  Diagnose and resolve technical hardware / networking issues.
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  Research questions using all available resources.
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  Advise user on appropriate action.
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  Log all helpdesk interactions on call sheets daily.
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  Must provide supervisor with a mid-morning, midday, mid-afternoon, and end of day (EOD) report daily.
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  Redirect problem calls to dispatch in a timely manner, that are unresolvable via telephone or remote support.
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  Identify and escalate situations requiring urgent attention to the appropriate service manager or supervisor.
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  Must be able to adhere to time frames set to the level of support that you are designated.
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  Break fix Calls – 15 min window.
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  Network Calls – 20 min window max.
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  Priority Account Calls – 10 min max.
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  Remote Installs – unlimited.
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  Non-Customer Service Helpdesk related activities must be approved by supervisor and or management.
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  Must always provide and utilize excellent customer service.
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  Perform other duties as assigned. Management reserves the right to add or delete duties as deemed appropriate.

Qualifications, Skills and Abilities:

• Specific knowledge of network printing and scanning applications including color printing, scanning and storage.
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  Identifies and resolves problems in a timely manner, gathers information and analyzes skillfully, and able to develop alternative solutions.
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  Able to work well in group problem solving situations and uses reason when dealing with emotional issues.
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  Strive to continuously build knowledge and skills on a daily basis.
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  Able to manage difficult or emotional customer situations, able to respond promptly to customer needs, responds to request for assistance from other departments and respond to them in a timely manner.
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  Able to accept feedback from others.
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  Treats others with respect, keeps all commitments.
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  Able to make and explain sound and accurate decisions, also include appropriate people in decision making process.
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  Must be able to demonstrate persistence and overcome obstacles.
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  Must be able to strive to increase daily productivity.
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  Able to adapt well to changes in your work environment.
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  Maintain a businesslike appearance at all times.

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