Service Desk Analyst

Overview

Change your job, change your workplace, change your future… We are actively building diverse teams and welcome applications from everyone. Role: Service Desk Analyst. Located: Warrington (Ricoh operate a vibrant working policy giving you flexible hybrid working options). Package: Competitive Salary, Benefits, Pension.

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 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 3rd 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 offer
• 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 arrangement(s)
• Excellent troubleshooting skills
• Ability to mentor and train team members
• Excellent time keeping
• Able to recognise a Major incident or outage and escalate accordingly

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 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.