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Service Desk - Telephone Assistance Group Helpdesk Agent - Reigate

Posted 23 Mar 2024
Work experience
0 to 2 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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A dynamic and fast paced role primarily tasked to remotely resolve customer incidents relating to Canon hardware and application software. Specifically, the use of effective fault finding and technical skills to efficiently carry out support via remote desktop, phone and email. Acting as a first responder within our technical service desk team, to maximise the remote resolution of hardware and application software incidents, ensuring that SLAs are achieved with responsibility to add and maintain knowledge articles in our knowledge base.

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.

An opportunity to work on a service desk to help maximise remote incident resolution levels, managing incidents and communication with customers and key stake holders as required.

You’ll ensure the efficient and prompt handling of all incidents in order to minimize the impact upon service quality and to achieve SLAs, managing and prioritising assigned incidents by customer entitlement. You’ll add and maintain knowledge articles in our knowledge base whilst developing and maintaining appropriate level of technical skills required to succeed in the role.

The successful candidate will drive to identify and promote opportunities for improvements to processes, tooling, work practices and our customer’s service experience. Proactively seek to maintain hardware and software service stability, for example, by proactively updating firmware and software to latest levels whilst also responding to customer alerts generated by our monitoring software.

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 must have previous experience of working in a customer facing capacity with ‘Techy’ hobbies / interests – that demonstrate a passionate interest in IT. Good communication skills, particularly via telephone and email are required to succeed in this role.

Holding a current IT qualification e.g. CompTIA A+, BTEC level 3 or above in IT or related discipline / or previous and transferable IT related work experience would be highly desirable but not essential.

You will need

  • An integral part of the role, is an individual that considers themselves a self-starter, has a passion for technology with a drive to develop and stay current in a constantly developing digital market.
  • An effective team player that contributes towards team goals and overall business successes. Using proven troubleshooting methods and excellent communication skills, you must be able to effectively articulate and deliver technical understanding to both internal and external customers, manage your key stake holders and continually drive to improve service excellence.
  • Being a fast-paced environment, it’s important that you can prioritise your work and multi-task, whilst maintaining a consistent high standard of quality and accuracy. Self-Development is important at Canon and you will be encouraged to take further training to develop your skills to you may need to become successful in the role with the support and guidance of your Team Leader.

Canon is the leading name in imaging and has been for the past 80 years. We are the leading provider of consumer, business-to-business, and industrial digital imaging solutions. An emphasis on technology is part of Canon’s corporate DNA and we are dedicated to helping people reimagine what is possible through imaging.
We are utilising our imaging technologies to go beyond the…


Canon is the leading name in imaging and has been for the past 80 years. We are the leading provider of consumer, business-to-business, and industrial digital imaging solutions. An emphasis on technology is part of Canon’s corporate DNA and we are dedicated to helping people reimagine what is possible through imaging.

We are utilising our imaging technologies to go beyond the rich line up of our existing products to cultivating new areas of business where our imaging technology can push the boundaries of what is possible. This reaches into satellite development, medical advancements, growing the possibilities of print and industrial equipment and network video cameras, which contribute towards building smart cities. Canon’s core strength in optical and imaging technology is also contributing to advances in astronomy.

IT
Unknown
2,000 employees