Service Delivery Analyst

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
  
  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)
  
  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.