Printer and Photocopier DBD Engineer

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As part of the Service Desk Team, the role will require remote diagnosis of a variety of HP MFP & printer kit (Color & Mono LaserJet, Inkjet, Design Jet etc.) as well as HP PC's, Laptops & Workstations and occasionally other manufacturer's product.

A key element of these roles is to triage, assess and diagnose all faults, parts and requests for service prior to committing resources to travel, shipping parts or incurring expense. Supplementing customer work will be a focus on internal systems, group IT provisions and support for their users to ensure maximum productivity and delivery for internal users.

Key Tasks

Working with an ever-expanding customer base in Managed Print & PSG. They are looking for someone with a mix of skills including, HP hardware (printers, mfp's, desktops & laptops), Microsoft Windows & preferably with HP accreditation. Additional Safecom knowledge and experience would be hugely beneficial.

1. Use their call management system (NetHelpdesk) to log and monitor calls and to manage the incidents through to closure.

2. Technically vet, triage and diagnose before dispatch incidents where possible to improve FTF and PPSN rates.

3. Break Fix support for all supported internal users

4. Adopt a service view of managing customer faults from the initial contact to resolution by:

Communicating with customer regarding the status of their requests in a timely fashion.

Escalating any likely service target failures.

Coordinate and communicate activities between various departments to ensure that a quality service is provided to the customer.

5. Follow best practice to ensure that all SLA's are met and provide total customer satisfaction and where necessary recommend improvements to best practice across the entire team.

6. As a key value of all activities, consider customer services and the business as a whole by:

a) Identifying opportunities to improve services or offerings.

b) Promoting consistency amongst the Engineering Team.

c) Ensuring records are efficiently managed to enable timely billing.

Desired Skills and Abilities:

- HP APS Accreditation in both HP Imaging & Printing Fundamentals and HP Commercial Desktops, Workstations and Notebooks.

- Previous self-managing and field working experience.

- Preferable DBS or ability to achieve a level of security clearance. Some of their customers are Education, Authority and some of their work is 'air-side' within airport businesses.

- Basic experience of usual MS Office tools, such as Outlook, Word and Excel.

- Comfortable with call management systems.

- General IT Knowledge, particularly printing and imaging products.

- Ability to work within multiple collaborative teams.

- Excellent Verbal and written Communication skills.

- Ability to organise resources and plan to meet contract driven SLA's.

- Display exceptional follow-through, personal drive and the desire to make a difference.

- Familiarity of the IT industry and Public Sector organization's also helpful