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:

Exceeding expectations, providing a first-class customer experience
Producing management information and dashboards
Audit Incident, Event and Request data.
Audit and maintain asset databases
Collating and validating service data for the purposes of billing
Supporting Commercial Managers with the preparation and upload of billing data
Supporting Delivery Account Managers with the preparation and delivery of service review packs
Supporting Helpdesk Managers with service level management
Acting as an escalation point for customers
Adhering to Client/Xerox standards and procedures
Other reasonable tasks in support of the wider team, as directed by line management

Background, Experience, and Qualifications:

Proven track record in delivery of quality customer service
Excellent IT skills, specifically Excel (Pivot Tables, VLookup etc.), PowerPoint and SharePoint
Strong organisational skills, able to prioritise and manage workloads
Exceptional communication skills
Understanding of ITIL methodologies and/or experience of IT helpdesks
UK Passport
Candidate will be required to complete a Baseline Personnel Security Standard (BPSS) for this role.

Desirable:

Knowledge of Xerox and/or managed print companies, products and services
Experience of working to Service Level Agreements
Billing analyst or administrator experience
Knowledge of databases (e.g. SQL) and reporting tools (e.g. MS Report Builder)

#LI-LL1

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.

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Service Delivery Analyst