Resource Solutions - Xerox Mill Ln, Croydon, Greater London CR0 4AA, UK
Docucare Associate - London This role is required to offer Level 3 Docucare support based on site with our client in London. This person will be responsible for networking issues, maintenance and Follow Me Print issues. With just a small team on site this person will need to be able to work with a limited degree of supervision. Purpose : Responsible for the operational, on-site delivery of outsourcing/facilities management to end user customers. Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, and contract commitments delivered within cost targets. Responsible for the first level of fix on the customer location. Fixes will be achieved by either a technical solution at the device or via remote tools. Responsibilities : The resolution of issues on devices The management of any local stock to support in their tasks, including parts, consumables or paper Develop individual skill set to increase effectiveness of role in line with contractual expectations Manage the call and resolve issues in accordance with customers SLA agreement in order to manage customer relations and optimize customer satisfaction. Senior level job with considerable work experience Has developed specialized skills or is multi-skilled through job-related training Completes a variety of atypical assignments May solve problems of a recurring nature, but takes a broad perspective to problems and may identify new, less obvious solutions. Completes work with a limited degree of supervision Acts as an informal resource for colleagues with less experience May lead a team in the performance of a variety of tasks that are generally routine May have specialized external certification (technical roles) When responding to a technical issue complete all call activity on device to support in the maximising of on-going uptime. Candidate Education: High School Diploma/(GED)/Secondary School GCSE or equivalent Requirements An ability to understand technical faults and use problem solving techniques to resolve Advanced knowledge of all site products and client IT environment. Knowledge of Xerox provided support or an ability to learn. Follow Me Print experience (desirable) May demonstrate specific expertise in a product. Knowledge of Print drivers. Experience in a customer facing service delivery role Demonstrates a proactive approach to work with initiative and drive Proven technical understand of print technologies. Experience or understanding of resolving software issues.