Service Delivery Analyst
General Information
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City
Wakefield
State/Province
West Yorkshire
Country
United Kingdom
Department
DELIVERY_ACCOUNT_OPERATIONS
Date
Tuesday, October 15, 2024
Working time
Full-time
Ref#
20034208
Job Level
Individual Contributor
Job Type
Experienced
Job Field
DELIVERY_ACCOUNT_OPERATIONS
Seniority Level
Associate
Description & Requirements
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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)
Overview:
The role holder works as part of the Client Service Centre. They will provide service delivery support to Print Services customers throughout the UK, specifically providing service level management & reporting, data analysis & trending and billing tasks. Some day-to-day task may involve:
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Exceeding expectations, providing a first-class customer experience
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Producing management information and dashboards
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Audit Incident, Event and Request data.
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Audit and maintain asset databases
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Collating and validating service data for the purposes of billing
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Supporting Commercial Managers with the preparation and upload of billing data
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Supporting Delivery Account Managers with the preparation and delivery of service review packs
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Supporting Helpdesk Managers with service level management
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Acting as an escalation point for customers
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Adhering to Client/Xerox standards and procedures
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Other reasonable tasks in support of the wider team, as directed by line management
Background, Experience, and Qualifications:
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Proven track record in delivery of quality customer service
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Excellent IT skills, specifically Excel (Pivot Tables, VLookup etc.), PowerPoint and SharePoint
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Strong organisational skills, able to prioritise and manage workloads
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Exceptional communication skills
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Understanding of ITIL methodologies and/or experience of IT helpdesks
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UK Passport
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Candidate will be required to complete a Baseline Personnel Security Standard (BPSS) for this role.
Desirable:
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Knowledge of Xerox and/or managed print companies, products and services
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Experience of working to Service Level Agreements
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Billing analyst or administrator experience
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Knowledge of databases (e.g. SQL) and reporting tools (e.g. MS Report Builder)
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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 XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.