Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology, services and outsourcing offerings, Xerox provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox provides leading-edge document technology, services, software and supplies for production and office environments of any size. Through ACS, A Xerox Company, which Xerox acquired in February 2010, Xerox also offers extensive business process outsourcing and information technology outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide. The 130,000 people of Xerox serve clients in more than 160 countries.

Helpdesk Supervisor

Workplace: Krakow

The Technical Helpdesk Supervisor schedules and coordinates the efforts of department personnel and plans/supervises the work of assigned staff, reviewing activities to ensure that performance meets predetermined schedules and standards to meet customer expectations. Incumbent performs a full range of complex, technical operations and assignments either directly or through subordinates within the helpdesk environment. Ensures operations are in accordance with the established procedures and practices. The supervisor monitors and reports to the manager performance of support personnel, reviewing response times, problem logs and trends in problems reported. Errors at this level may cause some delay, expense and/or disruption to the organization.

Main responsibilites:

Coordinates and oversees the activities and personnel associated with providing technical services to internal customers.
Oversees the process of identifying, prioritizing and confirming resolution of reported problems with systems, hardware/software and/or network problems.
May be asked to interface with customers and management on the status of current resolution efforts and lead daily/weekly meetings.
Oversees the delivery of day-today technical helpdesk support efforts including receipt, prioritization, documentation, and resolution and customer support of software, hardware, operating systems and configuration issues.
Coordinates and oversees the process of maintaining daily logs, turnovers, reruns and equipment malfunction reports consistent with established service levels; takes corrective action if service levels are not maintained.
Ensures adherence to department policies/procedures as well as generate requested or required reports for customers and management. Keeps apprised of developments in field of expertise to ensure currency of knowledge.
Provides task leadership to assigned staff and assists in the implementation of training priorities to ensure departmental staff maintains current technical/customer service skill set.

Education and Typical Years of Experience:

Associate’s degree/MSCE certification or equivalent work experience in Help Desk, Call Center or customer service environments.
Minimum of 1 year progressively responsible related experience in administration, management control and/or accounting of technical/professional services.
Minimum of 1-year experience in successful task leadership or supervisory role, demonstrating strong organizational and task leadership skills.
Demonstrated understanding of information technology.
Proficiency in use of PC and related software (spreadsheet, database, etc.) applications.

ACS is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender/sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, or any other group protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodation(s) by calling 866-419-2226.

Helpdesk Supervisor

Kraków

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Helpdesk Supervisor

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Helpdesk Supervisor

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