Enterprise Helpdesk Analyst; 2nd shift

Help Desk Analyst (Enterprise Helpdesk Analyst) About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we have expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client‑centric and digitally‑driven technology solutions and meet the needs of today’s global, distributed workforce.

From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at

We’re looking for a dedicated Enterprise Helpdesk Analyst who is passionate about delivering a great client experience while solving complex technical challenges. This role plays a critical part in ensuring our clients receive responsive, professional, and solutions‑focused service every time they connect with us.

The Enterprise Helpdesk Analyst delivers advanced client support by resolving complex technical issues, maintaining clear and consistent communication, and contributing to process and service improvements. This role bridges front‑line support and escalation, ensuring a professional, high‑quality client experience in every interaction.

• Resolve escalated technical issues related to hardware, software, and connectivity.
• Perform account and access management tasks, including onboarding, offboarding, and permissions adjustments.
• Act as a point of escalation for technicians, providing guidance on complex cases and best practices.
• Collaborate with peers to analyze recurring issues and recommend process improvements.
• Maintain high‑quality documentation of solutions, updates, and procedures.
• Communicate effectively with clients and internal teams to ensure timely resolution and a positive service experience.
• Provide expertise to enhance workflows, knowledge sharing, and overall client satisfaction.

• Skilled at troubleshooting Windows OS, Microsoft 365, and remote access issues.
• Proficient in performing account and access management tasks with minimal supervision.
• Strong problem‑solving abilities with the capacity to resolve most technical issues independently.
• Exceptional communication skills—both verbal and written—with a focus on clarity, empathy, and professionalism.
• Demonstrated ability to manage escalations and navigate service workflows effectively.

• 2–5 years of service desk or technical support experience, or equivalent knowledge gained through training and certifications.
• Intermediate certifications such as CompTIA Network+ or Microsoft 365 Certified:
  Endpoint Administrator.
• Actively pursuing additional certifications or cross‑training to expand technical expertise.

Referrals increase your chances of interviewing at Xerox by 2x.