Technical Service Desk Analyst (2nd Line - Client Aligned)

　　General Information

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　　City

　　Bristol

　　State/Province

　　Bristol

　　Country

　　United Kingdom

　　Department

　　Presales & Implementation

　　Date

　　Tuesday, January 23, 2024

　　Working time

　　Full-time

　　Ref#

　　20032234

　　Job Level

　　Individual Contributor

　　Job Type

　　Experienced

　　Job Field

　　Presales & Implementation

　　Seniority Level

　　Associate

　　Description & Requirement

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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. (https://www.xerox.com/en-us/jobs/diversity)

　　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:

　　As part of our continued expansion, Xerox IT Services requires a Technical Service Desk Analyst to join our Client focused team aligned with our client.

　　The primary focus of the Technical Service Desk Analyst is to be a key contributor in the ongoing support to critical Application platforms that underpin the client’s use of applications & services. Technical Service Desk Analysts will be expected to communicate effectively over our customer chat engagement portal with end users as well as provide excellent over the phone IT Support.

　　The Technical Service Desk Analyst will play a crucial role in contributing and evolving our client’s experience of the overall IT Service, by being the first point of contact for all IT Support related queries.

　　This is a hybrid position with an office in Bristol, BS14 0BL.

　　Main Duties:

　　Provide level 1 & 2 support for key incidents and issues

　　Maintain existing ticket details.

　　Keep the end user up to date on the progress of their ticket.

　　Perform troubleshooting & root cause analysis documentation.

　　Proactively look to develop existing solutions to improve resiliency, availability, and performance. Ensure that applications are patched and maintained in accordance with the clients & Xerox’s expectations.

　　Work with the Service Desk Manager to ensure we are delivering the best customer service.

　　Develop and Maintain Knowledge Base articles.

　　General Responsibilities:

　　As part of the dedicated client team for IT Services you will be expected to participate fully in:

　　Actively chase suppliers or resolution groups for resolution to incidents or problems.

　　Maintain and monitor system and infrastructure performance across the stack.

　　Provide infrastructure forecasting reports to preempt performance / capacity bottlenecks.

　　Act as a technical Quality Assurance gate for design and project operational onboarding.

　　Proactively identify areas for improvement in conjunction with the Enterprise Service Delivery Manager. Develop operational run books and knowledge base information.

　　Proactively work with the client as a part of an extended technical team.

　　Work as part of a team to implement/design new solutions.

　　Working with 3rd line resources across ITEC to resolve or escalate problems.

　　Act as an incident escalation point within in an ITIL Service Desk environment.

　　Develop & document standards for automation, standardisation & optimisation in all service as part of best practice to optimise workflows and cost efficiency.

　　Identify new technologies with the Technical Design Authority that could contribute to the client’s technology roadmap.

　　Ensure infrastructure is secure and meets security guidelines.

　　Mentor team members on best practice.

　　Develop and maintain run books. Ensure configuration documents are up to date.

　　Ensure service processes for change, configuration and problem management are always adhered to. Raise Change Requests and attend Change Advisory Board where needed.

　　Visit datacentre and branch offices to perform site audits.

　　Required Skills and Experience:

　　A high level understanding of IT and networks.

　　Knowledge of desktop, server and printer hardware and their components.

　　Knowledge of network devices and their roles.

　　At least two years’ experience working in a customer facing IT support environment.

　　Required proficiency in the use and support of:

　　Microsoft Office

　　Microsoft Windows client

　　Microsoft Windows Server

　　Active Directory

　　MS Teams

　　MS Defender

　　Desired proficiency in the use and support of:

　　Mac desktop OSX

　　Citrix Cloud

　　Veeam

　　Microsoft Exchange

　　Office 365

　　Microsoft Azure

　　Remote Desktop

　　MDM (Intune, BES)

　　MS Intune

　　MS Autopilot

　　MS Azure Virtual Desktop

　　3E PMS

　　Visual Files

　　Liberate

　　Sharepoint

　　ChromeRiver

　　inTapp

　　Interaction

　　A CMDB Product

　　DNS, DHCP

　　MCSA, MCSE

　　Citrix CCA

　　CCP

　　CCE

　　VMWare

　　VCA, VCP, VCAP, VCIX, VCDX

　　ITIL foundation

　　IT related degree

　　#LI-LL1

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　　Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to [email protected]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.