Service Desk – Helpdesk Specialist

Canon UK are looking for talented people to join us at an exciting time for our business, as we enter into a period of accelerated growth and development.

Do you have the skills and aptitude we’re looking for? Are you looking for a new challenge? Do you want to work for an organisation that values your contribution and rewards you accordingly? If the answer is yes, please read on…

This is an exciting opportunity to work as a Helpdesk Specialist within our Service Desk, delivering exceptional remote technical support and service to our customers and business partners, across our wide range of imaging technologies, application software and hardware.

This is an externally facing business to business support role. You will primarily provide remote support and resolution to our end-user customers and IT integrators by remote desktop, phone, and email. You will be working in accordance to defined OLAs, manage customer commitments and maximise opportunity for remote resolution.

This role offers a dynamic opportunity for problem solvers to experience a wide range of troubleshooting scenarios making every day as exciting and challenging as the next.

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.

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.

Your key responsibilities will include

• Maximise remote incident resolution levels.
• Manage incidents and communicate with customers and key stake holders as required.
• Ensure the efficient and prompt handling of all incidents to minimize the impact upon service quality and to achieve SLAs.
• Manage and prioritise assigned incidents by customer entitlement.
• Add and maintain knowledge articles in our knowledge base.
• Develop and maintain appropriate level of technical skills.
• Identify and promote opportunities for improvements to processes, tooling, work practices and our customer’s service experience.
• Proactively seek to maintain service stability, for example, by proactively identifying update and upgrade opportunities via our processes.
• Respond 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.

We are looking for people that have a passion for technology with a drive to develop and stay current in a constantly developing digital market.

We ask that

• You have previous working experience within an IT Support Desk function or customer support role.
• You are certified to (desirable not required) or working towards BTEC level 3 or above in IT or related discipline / recognised IT certification (Microsoft/CompTIA etc) or have demonstrable customer support experience in relevant field.
• You have demonstrable high standards of Telephone and Email communication skills.
• You have proven experience utilising Microsoft Windows Operating System environments and application suites (i.e. Windows 7, 8, 10, Office).

You will need

As a Helpdesk Specialist you will need to be

• Passionate about technology.
• Self-motivated and hungry to learn from experience.
• Drives self to be naturally curious in approach to problem solving. Always expects the unexpected.
• Disciplined self-organisation skills without the need to be micro-managed.
• An excellent team player with strong communication skills.
• Keen to develop competencies and capability.
• A strong contributor toward team development, networking, and continual improvement initiatives.

Further Information

Key Benefits

• Pay – Competitive salaries that are regularly benchmarked against similar roles and reviewed annually.
• Bonus – A discretionary bonus scheme that rewards you as you help us achieve our goals.
• Learning & Development – As a Company that encourages continuous learning you will always have resources and support available.
• Work & Home Life Balance – We support with a minimum of 25 days holiday per year, holiday purchase and a flexible working policy.
• Diversity – We are an organisation that delivers on a global scale, striving to create a diverse and empowered workforce that reflects the communities we serve.
• Health & Wellbeing – Free private healthcare, an Employee Assistance Programme, partnership with Mental Health First Aid UK with a network of mental health champions and discounted rates to Nuffield Health Gym.
• Employee discount – Up to 38% off products from our Canon store.
• Some other Benefits – Generous Pension, Canon Awards, Discount cards, Season ticket loans and charity volunteer days.

Location – Birmingham

Closing date – please apply asap

No agencies please Canon is enriching lives and businesses in incredible new ways. You can play a part in shaping the future of a company that’s visionary, innovative and bold. As the world’s best imaging company, we’re living and working together for the common good.