Service Desk Agent(On-site )

About

Description

The On-site Service Desk Agent provides the first level of contact for our Managed Print Service customers when placing requests for service delivery. Customer-facing onsite role that is directly responsible for managing the delivery of contracted Managed Services and Solutions as defined in the SOW to Customer’s satisfaction. Duties include working within the defined proposed services and the delivery of day to day operations of Post Implementation MPS Services and Solutions. Responsible to build a high trust relationship within the Customer environment.

Responsibilities

• Provide 1st and 2nd line support, with the aim of effecting high percentage of remote fixes Logging & tracking of incidents in both the customer’s and Lexmark’s call management systems and ensures accurate records of service calls are maintained
• Installs, operates, maintains and repairs Lexmark equipment Troubleshoots technical problems and issues, determines and executes technical solutions in accordance with product and customer specifications
• Manage and monitor customer’s SLA to ensure service delivery is provided in line with contractual agreements
• Track and manage delivery of consumables alerts and MADC requests
• Action on site, where relevant
• Act as the central point for queries and complaints
• Acts as local on-site representative to customer’s organization
• Complete designated technical tasks as required by COM and Service
• Delivery Manager
• Action on site, where relevant

Qualifications

• Good level of education, preferably at tertiary level
• Preferred Qualifications: ITIL, Service Now, ITSM, Siebel (Asset Management (Business Operations R/W)/ CSS views), SAP; BI4 / Analytics, LS Customer Portal; Fleetview, Worldwide Ticketing Tool Field Service experience with output devices
• Sound understanding of IT Technology
• 2-5 years in a similar role
• Ability to effectively and efficiently communicate with customers

Application instructions:

• Apply Now!!