IT Help Desk Support
Xerox Emirates
Total years of experience :7 years, 9 Months
● Serving as the first point of contact for customers seeking technical assistance over the phone or email
● Performing remote troubleshooting through diagnostic techniques and pertinent questions
● Determining the best solution based on the issue and details provided by customers
● Diagnose, research and resolve tier 1 technical hardware and software issues.
● Effectively advise and assist customers on appropriate action.
● Provide accurate information on IT products and services.
● Direct unresolved issues to the next level of support personnel.
● Identify and escalate situations requiring urgent attention.
● Maintain the highest possible level of customer service.
● Work with vendors and internal stakeholders to ensure accurate, effective training content.
● Operate wide and small format, Xerox, HP and Ricoh high-capacity printers and copiers utilizing leading edge software systems like Fiery
● Perform binding processes such as; GBC, spiral, stapling, etc.
● Complete all required production paperwork and administrative functions in an accurate and neat manner
● Maintain and update all work held on file in an extremely accurate and meticulous manner
● Accept responsibility for completion of jobs in an accurate, quality and timely manner
● Interface with customers to determine or clarify job requirements and details
● Transfer data from paper formats into computer files or database systems using keyboards, data recorders or optical scanners
● Type in data provided directly from clients
● Create spreadsheets with large numbers of figures without mistakes
● Verify data by comparing it to source documents
● Update existing data
● Retrieve data from the database or electronic files as requested
● Perform regular backups to ensure data preservation
● Sort and organize paperwork after entering data to ensure it is not lost
● Ability to lift heavy boxes that contain files
● Must be able to encode fast
● Maximize equipment up-time through timely response and effective and efficient repair with selective customer training to ensure high levels of customer satisfaction
● Ability to troubleshoot and think independently
● Mechanical and electrical aptitude and demonstrated
● Ability to train the end users
● Perform Preventive Maintenance procedures
● Must be able to perform meter reading, basic diagnostic and level 1 repair for all the Xerox MFP Printers
● Operate wide and small format, Xerox high-capacity printers and copiers utilizing leading edge software systems like Fiery, Papercut, Safeq, Papercut
● Must be able to demonstrate technical knowledge by simply mentoring and training colleagues if issue arises
● Insert customer and account data by inputting text based and numerical information from
source documents within time
● Data entry for the support on the finance invoicing and HR payroll accounts
● Compile, verify accuracy and sort information according to priorities to prepare source
data for computer entry
● Generate reports, store completed work in designated locations and perform backup
operations
● Scan documents and print files, when needed
● Keep information confidential
● Proficiency in Microsoft Office, Word, Excel and related spreadsheet applications
● 40-50 words per minute data and numerical encoding
● Manage large amounts of inbound and outbound calls in a timely manner (valtrans call
Centre)
● Build sustainable relationships and engage customers by taking the extra mile
● Keep records of all conversations in our call center database in a comprehensible way
● Study design briefs and determine requirements
● Schedule projects and define budget constraints
● Conceptualize visuals based on requirements
● Prepare rough drafts and present ideas
● Develop illustrations, logos and other designs using software or by hand
● Use the appropriate colors and layouts for each graphic
● Work with copywriters and creative director to produce final design
● Test graphics across various media
● Amend designs after feedback
● Ensure final graphics and layouts are visually appealing and on-brand
Associate in Computer Technology Diploma majoring in Computer Programming and Electronics