Printer Technical Service Desk / Remote Support Analyst
A fantastic opportunity has arisen for a Printer Technical Service Desk/ Remote Support analyst to join fast growing, blue chip organisation based at their prestigious offices in Aldermaston.
As a Printer Technical Service Desk / Remote Support Analyst you will ensure that the printer contract fault calls are diagnosed and where possible completed within a timely and professional manner and is in accordance with service level agreements.
As a Printer Technical Service Desk / Remote Support Analyst you will be responsible for the following.
*Ensure SLA’s are met, constantly monitoring queues and working proactively with members of the
Diagnosis before Dispatch team to close or re-route tickets, advising of a remote fix or engineer visit
required as appropriate.
*Have a full awareness of service level KPI’s and prioritise tickets in accordance with these under
guidance of the Team Lead, Dispatcher and Service Delivery Manager
*Using product knowledge, manuals, error reports and other information sources, effectively
determine the printer fault from the description, and where possible provide a solution without the
requirement for our clients engineer to attend site.
* Through Customer Interaction, gain as much information as possible about the reported printer
issues to help in successfully determining the fault.
*Through effective fault diagnosis and tool utilisation, ensure the correct printer parts are
recommended and available per case to allow our clients engineer to complete and achieve
successfully the first time fix onsite.
*Acting as the first point of contact for all customer interactions.
*Where possible, fixing tickets through effective diagnosis removing the requirement for an engineer
to attend the customer site.
*Helping to ensure that our client delivers a high level of customer satisfaction, which also meets the
*Gain awareness of the customers’ business environment, and to employ a service delivery approach
that is sensitive to the effects and operational activities of the customer.
*Ensures that all ticket updates and closures are correctly input into the Operating System, to ensure
accurate reports can be ran on the data.
*Ensures that all operational reporting is correctly input into the Operating System on a ‘real time’
This would suit an engineer with printer experience who is happy to work on the phone.
This role is 24×7 shifts, 12 hours, 3 days on/ 3 off.
Contact: Andrea Banks