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- Tasks: Manage service requests and incidents, ensuring top-notch customer service.
- Company: Join Ricoh, a global tech leader transforming communication through innovative solutions.
- Benefits: Enjoy flexible hybrid working, competitive salary, bonuses, and wellness perks.
- Why this job: Be part of a diverse team making a positive impact on the planet.
- Qualifications: Experience in IT, service management systems, and excellent communication skills required.
- Other info: Ricoh values inclusion and offers career development opportunities.
The predicted salary is between 28800 - 43200 £ per year.
Ricoh UK Northampton, England, United Kingdom
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Join to apply for the Service Desk Administrator role at Ricoh UK
Ricoh UK Northampton, England, United Kingdom
Join to apply for the Service Desk Administrator role at Ricoh UK
Change your job, change your workplace, change your future…
We are actively building diverse teams and welcome applications from everyone
Role: Service Desk Administrator
Located: Northampton (Ricoh operate a vibrant working policy giving you flexible hybrid working options)
Package: Competitive Salary, Pension, bonus and company benefits
About Ricoh:
Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools.
Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.
Find Out More About Ricoh Today
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
- Provide functional escalation to internal, customer and 3rd party supplier resolver groups so that service level agreements can be met on a monthly basis
- 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 offer
- Work in conjunction to company policies, procedures and standards so that behaviours and working practices are in line with the Ricoh way
- To work alongside multiple customers ensuring end to end ticket management and customer satisfaction
- To work alongside the Data Analyst role in helping manage and maintain customer data into the internal system ensuring it means all requirements specified by the business.
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
- 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 arrangement(s)
- Excellent Customer Service & Telephone handling skills
We receive a high volume of applications for our roles, so we encourage you to apply as soon as possible
In return for your commitment, you can expect
We’re looking for individuals with values and causes, strengths and weaknesses, passions and ideas. Bring your unique energy, and we’ll match it with opportunities to create the future.
In return for your commitment, we can offer you:
- Flexible and hybrid working in line with role requirements
- An inclusive workplace
- Excellent package with solid basic, strong bonus and company benefits including:
- A competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme
- Flexible retirement plan
- Wellbeing schemes to support your physical, emotional and financial health including Employee Assistance Programme, financial protection, life cover and will writing, medical protection, gym, travel and retail discounts, and more.
- Company car / car allowance (role-specific), cycle to work scheme
Life at Ricoh:
Ricoh’s Core Values
Our values encourage us to constantly improve and contribute to the wellbeing of all stakeholders, including our customers, employees and society.
For our leaders, we deliver training and mentorship to ensure our managers can positively contribute to our company culture, with inclusive behaviours that are aligned to our values.
Be part of something bigger
Our approach to sustainability touches every part of our organisation: from manufacturing to distribution, business sites to recycling, and how we support our customers.
By working with Ricoh, you choose to work for a company that cares about its impact on the planet and takes steps to reduce it each year. We have a number of global sustainability accreditations. You can read more about our work toward the UN\’s 17 Sustainable Development Goals here.
We are an equal opportunities employer
We are an equal opportunities employer
We are open to discussing adjustments to the recruitment process if needed. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.
Striving for inclusion and diversity isn’t just the right thing to do. Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.
To empower you to bring your full identity to work, we have employee-led affinity groups in LGBTQ+, gender and ethnicity that allow members to explore issues and challenges surrounding shared identities, experiences and beliefs.
Click here to learn more about life at Ricoh.
Seniority level
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Industries
IT Services and IT Consulting
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Service Desk Administrator employer: Ricoh UK
Contact Detail:
Ricoh UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Administrator
✨Tip Number 1
Familiarise yourself with the ITIL framework, as it's a key aspect of the Service Desk Administrator role. Understanding its principles will not only help you in interviews but also demonstrate your commitment to best practices in IT service management.
✨Tip Number 2
Brush up on your communication skills, both verbal and written. Since you'll be interacting with customers regularly, being able to convey information clearly and effectively is crucial for success in this role.
✨Tip Number 3
Gain some hands-on experience with service management systems like ServiceNow. If you haven't used it before, consider exploring online tutorials or demos to get a feel for how these systems operate.
✨Tip Number 4
Network with current or former employees of Ricoh or similar companies. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach during the interview process.
We think you need these skills to ace Service Desk Administrator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT and customer service. Emphasise any previous roles where you used a service management system like ServiceNow or worked within an ITIL framework.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the Service Desk Administrator role at Ricoh. Mention specific skills that align with the job description, such as excellent communication and organisational abilities.
Showcase Relevant Experience: When detailing your work history, focus on experiences that demonstrate your ability to manage incidents and service requests effectively. Use examples that illustrate your problem-solving skills and customer service excellence.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for the role.
How to prepare for a job interview at Ricoh UK
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Service Desk Administrator. Familiarise yourself with incident logging, service requests, and customer communication. This will help you demonstrate your knowledge and enthusiasm for the position.
✨Showcase Your IT Knowledge
Highlight any experience you have in IT environments and with service management systems like ServiceNow. Be prepared to discuss your understanding of the ITIL framework and how it applies to the role. This will show that you are well-equipped to handle the technical aspects of the job.
✨Demonstrate Excellent Communication Skills
Since this role requires strong verbal and written communication skills, practice articulating your thoughts clearly. You might be asked to explain complex technical issues in simple terms, so think about how you would do that. Good interpersonal skills are key to building relationships with customers.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you would handle specific situations, such as prioritising multiple service requests or dealing with an unhappy customer. Think of examples from your past experiences where you successfully managed similar challenges, as this will showcase your problem-solving abilities.
