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- Tasks: Provide top-notch customer support and maintain IT services at client sites.
- Company: Join Ricoh, a global leader in innovative technology solutions.
- Benefits: Enjoy a competitive salary, benefits, and a pension plan.
- Why this job: Make a real difference in customer satisfaction while developing your tech skills.
- Qualifications: Experience with desktop/laptop tech and strong customer service skills required.
- Other info: Diverse and inclusive workplace with opportunities for personal growth.
The predicted salary is between 30000 - 42000 £ per year.
Change your job, change your workplace, change your future…
Are you the right candidate for this opportunity Make sure to read the full description below.
We are actively building diverse teams and welcome applications from everyone
Role: Customer Support Technician
Located: Hull
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
* Undertake day to day operational work (including server / desktop / laptop / patching / LAN / printer / software) in designated customer sites to meet SLA and KPI requirements, ensuring that all incidents, service requests, project work and site maintenance work are effectively supported to ensure that the impact and disruption on the IT services are kept to an absolute minimum & meet contractual requirements.
* Ensure that excellent levels of customer service are provided to meet the customers’ requirements to maintain high customer satisfaction which will contribute to contract retention and renewal.
* Ensure that all processes, policies and procedures are followed in line with contractual agreements and documentation completed accordingly to deliver an excellent level of service to the customer in line with ITIL best practice.
* To comply with Ricoh and the Customers ISMS, Health & Safety & Quality requirements on customer site to protect the data, quality of work and safety and well-being of all employees.
* Escalate to the Service Delivery Manager / Service Operations Manager any issues with the services Ricoh provide that will not meet the respective service/project delivery targets.
* Completes any other relevant duties applicable to the scope of the role as requested to meet the requirements of the contract or if requested by the Service Delivery Manager/Service Operations Manager.
* Ensure Minor Change, Incidents and any Work Package or Project work are scheduled/undertaken to ensure that all agreed timescales and service levels are met.
* Maximise revenue by identifying potential business, ITS and professional service opportunities, whilst carrying out day-to-day duties.
You will ideally have
Technical
* Proven experience of the build and configuration of standard desktop / laptop technology
* Experience of providing software support and installation services across a range of industry standard applications and operating systems
* Experience of providing hardware break fix services across standard desktop / laptop environments
* Experience of providing network support services across standard network environments
General
* ITIL – Foundation or the appropriate on the job experience
* Good organiser, priority driven, and able to multi-task to meet service priorities
* Methodical with attention to detail, but prepared to meet customer expectations
* Communicate effectively with strong customer focus
Experience of working in a client facing environment
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
Customer Support Technician employer: Ricoh
Contact Detail:
Ricoh Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Technician
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. 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 interviews by practising common questions and scenarios related to customer support. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills! Create a portfolio or a presentation that highlights your technical expertise and customer service achievements. This can really set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Support Technician role. Highlight relevant experience, especially in IT support and customer service, to show us you’re the right fit for the job.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you want to work with us at Ricoh and how your skills align with our values. Keep it engaging and personal!
Show Off Your Technical Skills: Don’t forget to showcase your technical know-how! Mention any specific software or hardware experience you have, as well as your familiarity with ITIL practices. We love seeing candidates who are tech-savvy!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Ricoh
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills related to desktop and laptop configurations, as well as software support. Be ready to discuss specific experiences where you've successfully resolved issues or improved processes.
✨Customer Service is Key
Ricoh values excellent customer service, so prepare examples of how you've gone above and beyond for clients in the past. Think about situations where you turned a negative experience into a positive one.
✨Familiarise Yourself with ITIL Practices
Since the role involves adhering to ITIL best practices, it’s a good idea to understand these principles. Be prepared to explain how you've applied ITIL in previous roles or how you would implement it in this position.
✨Show Your Organisational Skills
The ability to multi-task and prioritise is crucial for this role. Come equipped with examples that demonstrate your organisational skills, especially in high-pressure situations where you had to manage multiple tasks effectively.
