DocuCare/1st Line Technical Support
Docucare Roles and Responsibilities - Respond and resolve all L1 break fix incidents within SLA criteria, escalating to L2 where required - Adhere to agreed Incident Management processes and utilise XSM to capture all call related information including call closure coding to support SLA capture - Maintain the ‘showroom like appearance’ of all Smart Print Devices - Support end user training as required - Establish, document and grow key user relationships as Xerox representative - Through proactive monitoring ensure all Smart Print device functions are working correctly - Perform maintenance on all Smart Print devices - Respond and resolve consumables related incidents ensuring devices remain fully operable at all times - Stock management and ordering of consumables, ensuring minimum stock levels are met at all times - Manage waste consumables and utilise Xerox Eco Boxes to maximise recycling - Act as point of contact for MACDs, informing Team Leader & BIE of requirements - Remove and install Smart Print devices either upon request via the MACD process, or through the agreed Hotswap process to ensure maximum uptime and end user satisfaction - Network Smart Print Devices and set defaults to JPMC specifications where required - Work collaberatively with other Xerox services & colleagues
London, South ...
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