This is an exciting opportunity to work as an IT Technology Specialist within our Solutions Helpdesk, delivering exceptional customer support and resolution to our customers and business partners, across a wide range of imaging software solutions and multifunctional devices within customer enterprise level print environments.
You’ll act as an escalation point within our software service desk team to maximise the remote resolution of solutions incidents, ensuring that SLAs are achieved. Be responsible for the coaching and development of 1stline specialists whilst working with the leadership team to contribute and drive continual service improvement.
What we give
With Canon, you'll get the support and encouragement you need to grow, from people who share your ambition. We'll invest in your professional development to help you learn and progress in your role with us. You'll find leaders who give you the freedom to explore new things and a team where knowledge is shared openly.
This role gives you the opportunity to work coherently alongside your colleagues, to support, coach and develop 1st Line, direct/indirect customers and service partners to diagnose and resolve imaging related solutions Incidents and Problems.
You’ll own, manage and resolve escalations from 1st Line and our business partners through the lifecycle of the incident, acting as the gatekeeper and single point of contact between Canon, our vendors/developer escalations and stakeholders. You’ll ensure the efficient and prompt handling of all incidents to minimize the impact upon service quality and to achieve contracted SLAs
Effective knowledge management is crucial to this role. You’ll contribute to author, approve and maintain KB articles across our knowledge base, whilst always looking to identify and promote opportunities for improvements to processes, tooling, best work practices and customer service experience.
The nature of this role offers a dynamic opportunity to experience a plethora of different troubleshooting and development scenarios making every day as exciting and challenging as the next.
At Canon, we strongly encourage learning and self-development. You will regularly receive a variety of bespoke training programs, tailored to the meet your progression and our customers’ increasing support requirements.
What we ask
We need people who can achieve the exceptional by working collaboratively, who have the courage to risk new ways of doing things and the ability to see the world the way their customers see it. We're looking for creative problem-solvers like you, someone who can ensure Canon stays ahead in an ever-changing world.
You’ll need previous experience within a Software IT Support Desk role working at a senior/escalation level. We ask for demonstrable qualification and working experience in the following areas.
BTEC level 3 or above in IT or related discipline / or recognised IT certification (e.g. Microsoft MCP, MCSA, MCSE, CompTIA etc.) or IT support related work experience in relevant field. Current Windows server, Windows printing and Active directory experience, including working knowledge and experience of SQL databases and environments.
Demonstrable and proven experience of coaching and mentoring others through the management and resolution of major/high severity incidents and problems, working at an ITIL Foundation level (certification preferable).
Excellent telephone and email communication, MS-Office skills. Working experience with industry recognised ITSM / KB tools is desirable.
You will need