Technical Support Helpdesk Agent

  • Location
    Leeds, West Yorkshire
  • Salary
    £ 21000 - £ 25000 / Year
  • Job type
  • Industry
  • External Reference
  • Category
    IT - Helpdesk, Technical Support

*Please be aware this role in based in Wakefield West Yorkshire and is not a work from home role**

We are recruiting for Technical Support Help Desk Agents based in Wakefield for our national client Xerox

Providing remote technical support to Print Services clients, via telephone, remote access software or remote monitoring software tools, across their fleet of printers and multi-function devices, ensuring high standards of client satisfaction, and minimising client downtime.

The client you will support is 24/7, 365 days a year, so although the core working hours are 07:00-19:00, you may be expected to work some shifts outside these core hours (nights and weekends etc.).


  • Salary of £21k- £25k incl performance bonus

  • Progression and development opportunities.

  • Shift allowance for working outside of core hours.

  • 25 days annual leave + public holidays.

  • Pension scheme.

  • Access to exclusive employee discounts (Perks at Work, You at Work + others).

  • Holiday purchase scheme.

  • Share incentive plan.

  • Health and wellbeing support.

  • Profit share scheme.

  • BUPA private healthcare


  • Provide technical hardware, network and software support to our Print Services clients
    * Manage incidents and service requests, ensuring a swift response and resolution on all.
    * Remotely resolve technical issues with printers and any accompanying software within SLA.
    * Order printer consumables and parts, and provide consumable/part replacement guidance to end users
    * Escalate issues to the relevant team, to ensure minimum downtime for our clients.
    * Proactively monitor print device alerts, and action/perform preventative maintenance.
    * Remote configuration of print devices.
    * Remote deployment of firmware and software.
    * Support other Service Desk functions when needed.
    * Cover some shifts outside of core 7:00-19:00 working hours (nights and weekends).

Qualifications, Skills and Essentials

  • Experience in a first- or second-line Helpdesk/Service Desk environment is preferred, but not essential.
    * A background in Xerox or the copy/print industry is preferred, but not essential.
    * Microsoft Certifications or equivalent, preferred, but not essential.
    * Background in IT with excellent understanding of Microsoft Windows, Server & Office.
    * Excellent communication and customer handling skills - telephone, email, chat.
    * Ability to prioritise workloads and a willingness to work flexibly.
    * Willingness to learn and keep up with new technologies.
    * A team-player, who is motivated to help those around them.
    * Be receptive to change and improvement, for the better of you and the business.
    * Adhere to both client and Xerox standards and procedures.
    * You will also be required to complete background and security clearance checks.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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To speak to a recruitment expert please contact lynsey wilding