Service Desk Analyst - 12 month FTC in Warrington

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 a single point of contact for the Service Desk, providing first line diagnosis, resolution and functional escalation of incidents and service requests on the client Service Desk.
• The contracted hours are 37.5 per week, between 7am-7pm Monday-Friday and individual shift patterns will be discussed at interview stage.

Responsibilities

• 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.
• Own tickets and provide functional escalation to Ricoh, the 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.
• Work in conjunction to company policies, procedures and standards so that behaviours and working practices are in line with the Ricoh way.
• Maintain understanding of applicable technologies in use by the customer 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 client facing IT environment.
• Must be capable of working unsupervised to agreed timescales.
• Excellent interpersonal skills.
• Ability to develop good relationships with customers.
• Ability to organise and prioritise work in an effective manner.
• Methodical and disciplined approach to work.
• General knowledge of Third party support agreement(s).
• A basic understanding of Service level agreements or arrangement(s).
• Experience of providing remote support services across standard desktop / laptop / thin client environments.
• Technical support skills in supporting Active Directory, Microsoft Office, Exchange, Lotus Notes, Citrix, Mobile Devices and Microsoft operating systems.
• Excellent troubleshooting skills.

Desirable

• Experience of using a service management system such as ServiceNOW.
• Awareness of ITIL framework.

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.
• Love to Give Back: Purpose is part of how we work.
• Love to Succeed: Success at Ricoh is something we pursue together.

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.