The purpose of this position is to provide frontline support for Managed Print Services customers.
Through not only reacting to requests driven and presented by the customer, but also anticipating issues and problems and planning or communicating accordingly.
A key element of this role is to combine the above with incident and parts administration and coordination of replenishments, service desk and customer services activity in other teams. The prestigious London Further Education Customer base is strategically very important in order to manage service and develop further within the region.
Expanding their current technical services department in order to support an ever increasing customer base in Managed Print. They are looking for someone with a mix of skills including, hp hardware (printers, mfp’s),
.
- Break Fix support for all supported hardware, installation and configuration of new hardware & software and to provide remote support for the purpose of troubleshooting and resolving issues.
- Use our ITSM tool (NetHelpDesk) and the customers own tool to monitor incidents assigned to you and manage the replenishment of parts and returns and manage incident closures with the Service Desk team.
- Help us maintain accurate customer and asset information within the NetHelpDesk system by: Appropriately recording IMACS
- Efficiently recording and following through new deployments.
- Adopt a service view of managing customer faults from the initial contact to resolution by:
- Communicating with customer regarding the status of their requests/issues in a timely fashion.
- Escalating within the company any likely service target failures.
- Coordinate and communicate activities between the sales, engineering, orders and other teams ensure that a quality service is presented to the customer.
- Follow best practice to ensure that all SLA’s are met and provide total customer satisfaction and where necessary recommend improvements to best practice across the entire team.
- Facilitate Paper and Consumable replenishment within the fleet working to a just in time methodology in order to ensure minimum downtime and restrictions of service.
- As a key value of all activities, consider customer services and the business as a whole by:
- Identifying opportunities to improve services or offerings.
- Promoting consistency amongst the Engineering Team.
- Ensuring records are managed efficiently to enable timely billing.
Desired Skills
- Basic experience of usual MS Office tools, such as Outlook, Word and Excel.
- Comfortable with call management type systems.
- General IT Knowledge, particularly printing and imaging products.
- Ability to work within multiple collaborative teams.
- Excellent Verbal and written Communication skills.
- Ability to organise resources and plan to meet contract driven SLA’s.
- Display exceptional follow-through, personal drive and the desire to make a difference.
- Familiarity of the IT industry and Public Sector organisations also helpful.