Job Description

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we've expanded into software and services to sustainably power today's workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients - no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at and explore ourScope:The primary focus will be on monitoring the flow of documents & raising issues and alerts with the relevant team via ticketing tool. This is a Monitoring Helpdesk Role that will require system and process knowledge, and strong analytical approach.Responsibilities:

• Supporting 24/5 Working Environment.
• Entering pertinent information into a ticketing system for escalation to appropriate resolver group.
• Provide timely and proactive communication to customers on open cases, not letting cases remain in progress without an update depending upon Service Level Agreement (SLA).
• Continuous monitoring of Documents flow in system through applications & other supporting tools.
• Reporting & Following up in case of any abnormality in Invoice Flow in applications to relevant Teams.
• Take lead on dispositioning of all tickets entered by self and doing a proper follow up with appropriate escalation teams until resolution
• Become adept in the use of the ticketing system, and routing to corresponding resolver groups without reliance on a call script to guide her/him
• Take feedback from Manager for corrections and/or improvements after review of Production, Feedback, and Implementation for updates, questions, correct type assignment, Quality Accuracy, SLA delivery, etc.
• Work on simplification of Workflow Tools & Exceptions. xc2xb7 Issue Identification & Analyzing the impact.
• Contribute to the Production facing Knowledge Repository on a regular basis, and update remediation steps to provide production with a valuable self-service guide to use before reaching out to IT Team. Resources.
• Unblocking and removing barriers for delivery of service that meets SLA and delights the customer driven through service improvement plans.
• Supports the deployment of security standards deployment and readiness and compliance to various requirements as deemed necessary from time to time like GDPR, ISO, SOC etc.

Qualifications and experience:

• Demonstrable experience of working in a complex 24*7 support role with a minimum of 4 years of work experience.
• Strong process management skills.
• Demonstrated ability to work collaboratively - in a matrix management environment.
• University degree with significant industry experience in a related field.
• Experienced in ITIL, PMP etc will be an added advantage xc2xa7 Relevant Professional qualifications like Lean Six Sigma, etc will be preferred xc2xa7 Good verbal and written communication skills.
• Should be open to work in different shifts.
• Results and goal-oriented, with a strong work ethic.
• Energetic, assertive, customer-centric personality.
• Puzzle solver; likes to tinker and troubleshoot issues. Analytical and consultative focus.
• Ability to handle multiple issues at once, and prioritize that work xc2xa7 Has a strong desire to learn new technology (and may have a strong technical background - such as SQL, web servers, enterprise application support).
• Should possess good knowledge of Process Documentation.

Physical requirements & work environment:

• Work from Office, Chandigarh.
• Travel overseas may be required but typically the role will be home based with travel as required.

Additional Requirement:

• MS Office Skills - Excel, PP, Word.
• Good communication skills - written and spoken English
• Graduate or Diploma Holders, preferably (BSc, BTech - IT/CS, BCA etc)
• Should have been in a IT Support role or experience for 5+ years
• 24/7 Rotational Shifts
• Experienced in ITIL, PMP etc will be an added advantage

#Ll-AR1Share this job:Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity or expression, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at and explore our commitment to diversity and inclusion! People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to talentacquisitionsupport@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.xc2xa9 2025 Xerox Corporation. All rights reserved. Xeroxxc2xae and Xerox and Designxc2xae are trademarks of Xerox Corporation in the United States and/or other countries.

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