On Site MFD and Printer support specialist - Exeter

Role: On Site MFD and Printer support specialist

Working time: Monday - Friday, 09.00 - 17.30

Salary: £18k to 19k (Depending On Experience)


Working for our client this role known as Docucare will be responsible supplying an onsite support and service a fleet of Xerox office equipment. Suitable candidates must have a proven customer service background and have the ability to work alone and as part of a team.

Candidates need to have excellent communication skills both verbal and written as a significant part of this role will be supporting client end users with 1st line phone and machine support. This being a customer focused roll the candidate will need to demonstrate professionalism throughout whilst maintaining a friendly approach to both internal and external customers.

Experience of working within business processes and policy will be of benefit, as there are a significant number of quality processes in place to ensure the service delivery is maintained and delivered. Xerox Uk Ltd pride themselves on quality and service delivery showing a professional image to their Clients. On this contract uniforms are expected to be worn to enhance the customer experience.

In addition to this role the Docucare operative will be working alongside internal departments and customers with escalations and support requests via phone and e-mail. A good knowledge of Windows OS, Microsoft applications, general networking / IT understanding is essential for this role.

Duties this role will undertake detailed below:

• To replace consumable items of Multi-Function Device Printer / scanners as routine task on a daily basis.
• Responsible for maintain stock levels of consumable via escalation and audit processes.
• Management of the onsite Eco Box recycling process for the Client.
• To receive any incident reports from the Help Desk and to manage the process through to resolution and close down.
• Call management and priority setting for devices in front line clinical areas will be essential
• To undertake first line maintenance and repairs on MFD`s and printers where possible.
• To be first point of contact for escalation of incidents.
• To liaise with the Account Service Delivery Manager to support data reporting presented to the Client on a scheduled basis in line with account review meetings.
• To build a positive relationship with all staff and customers in all departments.
• To assist with other tasks and duties as necessary by the Service Delivery Manager.
• To be aware of all necessary quality standards and performance measures and ensure they are adhered to.
• To Audit where applicable to ensure device records and location info is maintained accurate and up to date.
  

This is a challenging role but rewarding working in a busy environment, full training for the right candidate will be provided by our client. Reporting to the onsite Service Delivery Manager and working with the current on-site support team to deliver the contractual SLA.