At a Glance
- Tasks: Provide top-notch support and resolve customer issues via phone, email, or self-service.
- Company: Join Ricoh, a global leader in digital services with a people-first culture.
- Benefits: Enjoy flexible working, career growth, and opportunities to make a positive impact.
- Other info: Diverse workplace with a commitment to inclusivity and personal development.
- Why this job: Be part of a supportive team and help shape a sustainable future.
- Qualifications: Customer service experience and technical knowledge of Ricoh's software and hardware required.
The predicted salary is between 25000 - 35000 £ per year.
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.
- What you will be doing
- Provide first line logging, diagnosis and resolution of incidents and service requests that enter the service desk via phone call, email or self‑service portal to ensure a high level of customer service is delivered.
- Provide functional escalation to internal, customer and third‑party supplier resolver groups so that service level agreements can be met on a monthly basis.
- Provide end‑to‑end incident and service request management to ensure customers are kept updated on the progress of their tickets.
- 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.
- Maintain understanding of applicable technologies in use by Ricoh customers to contribute to a higher level of first‑time fix rates.
- Proactively update knowledge articles so that the service desk can deliver a standardised and repeatable service to customers.
- Engage in “shift left” activities with technical teams to allow more incidents to be resolved at first line, cutting down disruption to users and enhancing customer satisfaction.
- You will ideally have
- Experience of working in a fast paced customer services department.
- Experience of using service management systems.
- Technical knowledge of Ricoh's software and hardware portfolio is required.
- Technical experience of providing remote support to customers.
- An awareness of ITIL framework.
- Must be capable of working unsupervised to agreed timescales.
- Excellent communication skills – both verbal and written.
- Excellent interpersonal skills.
- Ability to develop good relationships with customers.
- Ability to organise and prioritise work in an effective manner.
- Ability to work under pressure.
- Methodical and disciplined approach to work.
- Ability to work well in a team.
- General knowledge of third‑party support agreement(s).
- A basic understanding of service level agreements or arrangements.
- Excellent troubleshooting skills.
- Ability to mentor and train team members.
- Excellent time keeping.
- Able to recognise a major incident or outage and escalated accordingly.
Benefits
At Ricoh, work should feel meaningful, supportive and fulfilling. The Ricoh Promise shapes your experience through four pillars:
- Love to Connect
- you become part of a global community built on openness, inclusion, and genuine collaboration, and feel valued and able to be yourself each day.
- Love to Grow
- your development truly matters, with access to learning pathways, mentoring, and career opportunities across functions and countries.
- Love to Give Back
- you have opportunities to make a difference through volunteering, sustainability initiatives and community programmes.
- Love to Succeed
- success is pursued together, with fair rewards, flexible working, wellbeing resources and real recognition.
- Equal Opportunity Statement
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.
Ready to love what you do?
Apply now and help us shape what comes next.
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Service Desk Analyst in Northampton employer: Ricoh UK
Ricoh UK is an excellent employer that values its finance professionals by providing a dynamic work environment where strategic thinking and collaboration thrive. With a strong emphasis on employee development, flexible working arrangements, and comprehensive well-being resources, you will find ample opportunities to grow your career while making a meaningful impact across commercial divisions. Join us in a culture that recognises and rewards your contributions, ensuring you feel valued and engaged in your role.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst in Northampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ricoh UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ricoh UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst in Northampton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ricoh UK:Your cover letter is your chance to shine! Tell us why you want to work at Ricoh UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ricoh UK!
How to prepare for a job interview at Ricoh UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
