Service Desk Administrator - 12month FTC in Northampton

About Ricoh

A global leader in digital services, recognised for innovation, sustainability and a people‑first culture. We feature in the Gartner Magic Quadrant, are listed in the Global 100 Most Sustainable Companies, and have been named one of Forbes’ World’s Best Employers 2025. At Ricoh, we believe people do their best work when they feel valued and supported. We create inclusive workplaces where you can grow, contribute, and make a positive impact while helping to build a more sustainable future.

Our purpose is centred on understanding and improving how people work. By focusing on real working experiences, we support individuals to develop their skills, realise their potential and do work that feels meaningful.

What you will be doing

• Provide logging of incidents and service requests that enter the service desk via email or self‑service portal to ensure a high level of customer service is delivered.
• Classification and prioritisation of calls in‑line with Incident and Service Request Management processes to allow for trending and reporting to drive management information to improve the service Ricoh offers.
• Provide functional escalation to internal, customer and 3rd party supplier resolver groups so that service level agreements can be met on a monthly basis.
• Work alongside the Data Analyst in helping manage and maintain customer data into the internal system ensuring it meets all requirements specified by the business.
• Provide administrative support to the shared managed service desk.

You will ideally have

• Experience of working in an IT environment.
• Experience of using a service management system such as ServiceNow.
• Awareness of ITIL framework.
• General knowledge of Third party support agreement(s).
• A basic understanding of Service level agreements or arrangement(s).
• Excellent Customer Service & Telephone handling skills.
• Must be capable of working unsupervised to agreed timescales.
• Excellent communication skills – both verbal and written.
• Excellent interpersonal skills.
• Ability to organise and prioritise work in an effective manner.
• Ability to work under pressure.
• Ability to work well in a team.

In return for your commitment, you can expect

At Ricoh, work should feel meaningful, supportive and fulfilling. The Ricoh Promise shapes your experience through four pillars that bring our culture to life:

• Love to Connect: You become part of a global community built on openness, inclusion and genuine collaboration.
• Love to Grow: Your development truly matters to us. With access to learning pathways, mentoring and career opportunities across functions and countries, you'll be supported to stretch your skills, explore new directions and stay future‑ready in a changing world.
• Love to Give Back: Purpose is part of how we work. You'll have opportunities to make a difference through volunteering, sustainability initiatives and community programmes that reflect our shared values and commitment to positive impact.
• Love to Succeed: Success at Ricoh is something we pursue together. You'll benefit from fair rewards, flexible working, wellbeing resources and real recognition - including programmes such as the Imagine. Change. Awards, where colleagues celebrate each other's achievements.

We are an equal opportunities employer. We believe that diverse perspectives make us stronger, and we welcome applications from people of all backgrounds, identities, and experiences. Our hiring decisions are based on skills, experience and potential, and we are committed to creating a fair and inclusive recruitment process. If you require any reasonable adjustments at any stage of the recruitment journey, please let us know and we will support you to bring your best self forward.