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City Preston State/Province Lancashire Country United Kingdom Department TECHNICAL CUSTOMER ESCALATION Date Friday, January 17, 2025 Working time Full-time Ref# 20034856 Job Level Individual Contributor Job Type Experienced Job Field TECHNICAL CUSTOMER ESCALATION Seniority Level Associate Description & Requirements

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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.

Summary:

Responsible for troubleshooting hardware, software, and network operating problems. Own the governance to support digitisation projects and print infrastructure. 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.

UK National candidates only, due to the fact Enhanced Security Clearance will be required for the roleFull UK driving license required to travel to customer site

Main Responsibilities:

Issue Management:

Troubleshoots hardware, software, and network operating problems and involves technical resources to ensure resolutionIdentifies, investigates and researches user questions and problems as well as isolating and resolving information systems problemsReceives and prioritizes issues and forwards using appropriate escalation proceduresServes as a technical advisor to users with complex systems issues by resolving or conferring with technical personnelService & Product ownership:
Be the centre of excellence (SME) to provide support for digitisation and printApplies understanding and knowledge of information systems products and services to assist usersCoordinates referrals to appropriate technical, professional, or service personnelProvides functional task leadership and coordinates special projects and system upgrades

Client management:

Drive/own the associated governance to support driving the digital services and print across a number of Business GroupsBriefs customers and/or management on the status of resolution effortsRecommends system or process improvements, including procedures, training, and enhanced documentation

Transition planning:

Ensuring alignment & monitoring progress with Business Group and Xerox resourcesCommunications planning for approver and end users

Service Management:

Delivery of business intelligence to customer EIT and the relevant Business Group Progress reporting of development & test activitiesService reporting against KPIsChange managementRisk managementAll other duties as assigned

Qualifications: 

Communication: Clear interaction with usersHelpdesk experience: 1ST line support, technicalTechnical Knowledge: Basic IT systems, hardware, and softwareTechnical Knowledge: Microsoft Office SuiteProblem-Solving: Logical troubleshootingCustomer Service: Ensuring user satisfaction and maintaining strong customer relationshipsTime Management: Handling multiple requests efficiently#LI-LL1#LI-ONSITE