technical support Preston, North West England, England
Job description
Job Summary
Responsible for troubleshooting hardware, software, and network operating problems over the phone. Drive/own the governance to support driving the digitisation of forms, applies understanding and knowledge of information systems products and services to assist users. Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems. Prioritizes issues using appropriate escalation procedures, and coordinates referrals to technical, professional, or service personnel as needed.
Purpose
- Builds knowledge of the organization, processes and customers
- Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills
- Receives a moderate level of guidance and direction
- Moderate decision making authority guided by policies, procedures, and business operations protocol
Main Responsibilities
- May perform one or more of the following:
- All other duties as assigned
Issue Management
Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution
Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems
Receives and prioritizes issues and forwards using appropriate escalation procedures
Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel
Service & Product Ownership
Applies understanding and knowledge of information systems products and services to assist users
Coordinates referrals to appropriate technical, professional, or service personnel
Provides functional or task leadership
Coordinates special projects and system upgrades
Client management
Briefs customers and/or management on the status of resolution efforts
Recommends system or process improvements, including procedures, training, and enhanced documentation
Transition planning
Development target and schedule
Ensuring alignment & monitoring progress with Business Group and Xerox resources
Communications planning for approver and end users
Underpinning the above will be Service Management - includes:
- delivery of business intelligence to EITS and the relevant Business Group
o progress reporting of development & test activities
o service reporting against KPIs
- change management
- risk management
Job Requirements
- 3 -5 years of IT-related experience
- Experience installing and maintaining print drivers
- Experience with print queue management and servers
- Experience with general printers and multifunction printers
- Must have good communication skills
- Must be able to obtain a full security clearance
Nice to Have
- Service Now
- DocuShare
- YSoft SafeQ6 Knowledge
- Powershell
Job Types: Full-time, Permanent
Schedule:
- Day shift
Supplemental pay types:
- Performance bonus
Work Location: In person
