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- Tasks: Provide first-line support and resolve IT incidents while ensuring top-notch customer service.
- Company: Join Ricoh, a global tech leader focused on innovation and sustainability.
- Benefits: Enjoy flexible working, competitive salary, bonuses, and wellness schemes.
- Why this job: Kickstart your career in IT with hands-on experience and growth opportunities.
- Qualifications: Customer service skills and a passion for technology are essential.
- Other info: Be part of a diverse team that values inclusion and sustainability.
The predicted salary is between 30000 - 42000 ÂŁ per year.
Change your job, change your workplace, change your future…
We are actively building diverse teams and welcome applications from everyone.
Role: Technical Service Desk Advisor
Located: Northampton (Ricoh operates a vibrant working policy giving you flexible hybrid working options)
Package: Competitive Salary, Pension, 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.
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 elevate 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
- Career development and life‑long learning opportunities
- Opportunity to join a global company
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.
We receive a high volume of applications for our roles, so we encourage you to apply as soon as possible
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Technical Service Desk Advisor employer: Ricoh UK
Contact Detail:
Ricoh UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Service Desk Advisor
✨Tip Number 1
Network like a pro! Reach out to people in your field on LinkedIn or at local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews! Research Ricoh and understand their values and services. Tailor your answers to show how your skills align with their needs, especially in customer service and IT support.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. This will help you feel more confident and articulate when discussing your experience and how it fits the Technical Service Desk Advisor role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the latest opportunities right there, making your job search easier.
We think you need these skills to ace Technical Service Desk Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Technical Service Desk Advisor role. Highlight relevant experience, especially in client-facing IT environments and any familiarity with service management systems like ServiceNow.
Craft a Compelling Cover Letter: Your cover letter should reflect your passion for technology and customer service. Use it to showcase your communication skills and how you can contribute to Ricoh's mission of making work smarter and more creative.
Showcase Your ITIL Knowledge: If you have experience or knowledge of the ITIL framework, make sure to mention it! This shows that you understand best practices in incident and service request management, which is key for this role.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way to ensure your application gets the attention it deserves!
How to prepare for a job interview at Ricoh UK
✨Know Your ITIL Basics
Since the role involves applying ITIL best practices, make sure you brush up on the ITIL framework, especially v3 Foundation. Be ready to discuss how you've used these principles in past roles or how you would apply them in this position.
✨Showcase Your Customer Service Skills
As a Technical Service Desk Advisor, excellent customer service is key. Prepare examples of how you've handled difficult customer interactions in the past, focusing on your communication and problem-solving skills.
✨Familiarise Yourself with Service Management Systems
If you have experience with ServiceNow or similar systems, be prepared to talk about it. If not, do some research on how these systems work and think about how you would use them to manage incidents and service requests effectively.
✨Demonstrate Team Spirit
Ricoh values teamwork, so come ready to discuss how you've collaborated with colleagues in previous roles. Think of specific instances where you shared knowledge or helped improve team processes, as this will show you're a great fit for their culture.