Support Specialist

Description & Requirements

About [Employer hidden] Holdings Corporation
For more than 100 years, [Employer hidden] 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 the hybrid workplace of today and tomorrow. Today, [Employer hidden] is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At [Employer hidden], we make work, work. Learn more about us at www.[Employer hidden].com.

Location:NI- primarily Belfast area

Job Type:[Employer hidden] Global Services/Service Delivery

Job Purpose:

To assist in the smooth operation of [Employer hidden] onsite client sites - primarily in the Belfast area - supporting the provision of a suite of on-site services to the Customer Base as required including, but not limited to,: Centralised Print & finishing, Printer Management and Helpdesk to meet individual customer specifications as part of the contingency support  team within the [Employer hidden] Service Delivery Organisation.

Main Accountabilities:

As part of the Support Team the Support Specialist will need to have a good understanding and working knowledge of [Employer hidden] Service offerings across the client customer base. All training will be provided as needed. This is necessary in order to consistently deliver on all relevant onsite activities as outlined within individual customer contracts and SLAs. These will include – but are not limited to - some or all of the following activities:

• Demonstrate a full knowledge & understanding of the range of services provided by [Employer hidden] to our customers
• Support [Employer hidden] sites in the provision of on-site services throughout the year, providing support cover for holiday, sickness and peaks in workload
• Provide to Customers the range of contracted services to include Fleet Management, Centralized Document Production, Scanning services etc. Provide additional services in line with account base growth and wider digital opportunities
• Ensure full support and management of office and production devices including break fix, consumables managements and escalation as per defined processes
• Undertake support tasks and projects as defined by the manager, for example holiday management, stock takes, and other initiatives.
• Liaise with third party solution providers to ensure call log, close and management by on site team in line with defined Service Level Agreement
• Liaise with third party solution providers in order to ensure that any additional customer requirements that cannot be met by [Employer hidden] Product Portfolio, and yet are critical to a successful service provision, are met
• Engagement of [Employer hidden] analysts, engineers, third party network support and site staff as necessary (problem escalation)
• Liaise with customers and provide support in relation to the utilization of [Employer hidden] equipment and services. Act as a centre of competence in relation to equipment, providing adhoc training to the Customer as required.
• Support the growth of the [Employer hidden] operation on site in order to identify opportunities and highlight to the relevant Account or Service Delivery Manager and participate in revenue generating/marketing initiatives.
• Support sites through involvement in account reviews, compiling data on performance against key performance levels.
• Occasional travel to other locations in NI on an as required basis in order to support the wider Operation
• Participate in team meetings and work as a member of a team.
• Maintain and develop onsite Service Delivery Manuals

Preferred Candidate Requirements:

ESSENTIAL

• Minimum of two years successful track record in a customer facing role
• Highly Flexible and able to cope under pressure and in a highly dynamic environment
• Basic knowledge and experience of IT
• Strong Interpersonal skills
• Problem solving / Process improvement skills
• Able to translate customer requirements into working solutions
• Ability to work on own initiative
• Ability to work well as part of a team.
• Communication – able to effectively communicate using a range of verbal and written communication skills with end users and senior customer contacts.
• Capable of working under pressure, multi-tasking and correct prioritization working proactively to deadlines.
• Especially important is the ability to communicate appropriately within a diverse multi-cultural environment and across the full range of business disciplines.
• Ability to report progress in an effective and timely manner.

DESIRABLE

• Understanding of a networked environment, electronic printing processes and document management and production desirable
• Knowledge of [Employer hidden] Office Services and print production environments
• Full Clean Drivers License