Helpdesk Manager

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City

State/Province

Dorset

Country

United Kingdom

Department

Technical Customer Services

Date

Working time

Full-time

Ref#

20032236

Job Level

Job Type

Experienced

Job Field

Technical Customer Services

Seniority Level

Associate

Description & Requirement-Press space or enter keys to toggle section visibility

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 and explore our commitment to diversity and inclusion.

About Xerox IT Services: Xerox IT Services in the UK is part of the Global Xerox IT Services Team and serves the customers of Xerox Direct and its Acquired Companies in the UK.

We offer a comprehensive portfolio that includes Managed IT Services, Infrastructure and Networking, Data Centre deployment, Cloud services, End User Compute hardware and Security specialisms.

A team of 150 IT professionals make up the UK IT Services team.

Our vision is to continue to offer locally delivered and tailored IT Support and Professional Services engagements to our customers and grow our UK business both organically and through acquisition.

Job Summary: The Helpdesk Desk Manager has overall responsibility for the IT service desk functions at ITEC including all customer incidents, problems, service requests and change requests.

This is a hybrid role in Wimborne, BH21 1QU.

The primary function of the role is to manage the day-to-day running of the customer service desk, in the office and in the field, ensuring customer requests are responded to in a polite and efficient manner and faults are resolved promptly or escalated as required.

Working with the Service Delivery Manager to develop the team structure in line with ITEC and customer needs, recruiting, training, coaching and mentoring staff as required.

The Helpdesk Desk Manageracts as a point of escalation for incidents so must have a broad range of technical knowledge with regards to IT infrastructure.Establishing inter-departmental and customer communication channels for high-priority incidents is a key part of the role.

Working with Pre-Sales and the Sales teams to provide support on new business opportunities, the role is also responsible for managing the new client take-on process for the service desk.

Developing and building relationships with customers to retain business is a key part of the Helpdesk Desk Manager role.This is achieved via constant customer communication, responding to feedback, service review meetings and regular reporting.

For the benefit of ITEC, the Helpdesk Desk Manager must continuously gauge customer satisfaction and provide data and reports indicating performance against SLA and trend analysis to Senior Management.

Overall responsibility for theIT service desk functionCustomer incidents, problems, service requests and change requestsRecruiting, training, coaching and mentoring the service desk team leaders and technical support staffEscalation point for High Priority and Critical IncidentsManaging Service Desk ProcessesManaging the Service Desk ToolsetNew Customer Take-On ProcessBuilding and maintaining good relations with customersData and Reporting of KPIs General Responsibilities: To support your colleagues, wherever practicable, to ensure they meet their objectivesTo support the Board of Directors and Management Team in delivering change that benefits the business as a wholeTo adhere to ITEC's Equal Opportunities policy in all activities, and to actively promote equality of opportunity wherever possibleTo be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directivesTo work in accordance with the Data Protection Act and to ensure that all new systems are reported to your Data Protection ControllerTo work in accordance with our ISO27001 Information Security policies and procedures To support your colleagues, wherever practicable, to ensure they meet their objectivesTo support the Board of Directors and Management Team in delivering change that benefits the business as a wholeTo adhere to ITEC's Equal Opportunities policy in all activities, and to actively promote equality of opportunity wherever possibleTo be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act (1974) and relevant EC directivesTo work in accordance with the Data Protection Act and to ensure that all new systems are reported to your Data Protection ControllerTo work in accordance with our ISO27001 Information Security policies and proceduresRequired Experience: A high-level understanding of IT and networksKnowledge of desktop, server, printer hardware, and network devicesMicrosoft OfficeMicrosoft Windows ServerActive DirectoryDNS, DHCPMicrosoft ExchangeOffice 365Remote DesktopVMWare ESXiEmail Relay and antispamSonicwall routersDell / HP server and network hardwareExcellent communication, interpersonal, presentation, and communication skillsStrong analytical, logical, and troubleshooting skillsService delivery management and methodologiesAt least 10 years' experience working in a service desk environmentAt least 2 years' experience in an IT or Service Desk Management role#J-18808-Ljbffr