Job Description 

You will be responsible for providing administration support of all European Multifunctional Devices (MFD) (printers) for the business including placing and tracking orders for new/replacement printers, configuring the printers, and tracking and validating costs. Providing detailed reporting on volumes and financial analysis of each service within Europe. You will be responding to customer contact, service requests and support tickets and seeing these through to successful completion. 

A Day in the Life- What You’ll Do: 

Respond to, monitor and resolve all EU MFD trouble tickets, assigning to correct resolver group within SLA and acting at all times as a customer champion. Escalating issues and/or tickets when required with the appropriate internal or external resolver, in a timely fashion. 

Liaising with IT teams in European counties on daily basis in order to support ongoing projects and assist with operational tasks. Organising MFD transfers between location and dealing with multilingual locations. 

To place orders for new/replacement MFDs and co-ordinate through to successful delivery and configuration. 

To coordinate, manage, validate and process all invoicing received for the MFD programme working to resolve queries and ensure correct billing and payments. This includes additional costs for toners and maintenance outside of the service contracts, raising POs, receipting goods in Oracle and liaising with the Hertz account teams to ensure accurate accounting and prompt payment, participating in the budget discussions and providing data on lease and maintenance for the business plan. 

To track and report on volume of tickets received/resolved, SLA achievement and vendor performance. To track and report on costs and billing for the MFD programme. 

Maintaining accurate and up to date asset tracking of the MFDs in field. 

To review operations on a regular basis and propose changes which will increase efficiency & reduce costs as part of our continuous improvement culture. 

To compile reports as requested by the Document Service Manager, Project Manager or Technology  Management on cost, operational issues and to input and track all daily costs to facilitate budgeting. 

What We’re Looking For: 

· Must be detail oriented and highly organised in approach to work. 

· Ability to meet and set deadlines and targets.  

· Strong working knowledge of Microsoft office packages, Word & Excel essential.