At a Glance
- Tasks: Provide top-notch IT support and ensure customer satisfaction at various sites.
- Company: Join Ricoh, a global leader in innovative technology solutions.
- Benefits: Competitive salary, pension, and a supportive work environment.
- Other info: Diverse and inclusive workplace with great career growth opportunities.
- Why this job: Make a real difference in people's work lives with cutting-edge tech.
- Qualifications: Experience in IT support and strong customer service skills required.
We are actively building diverse teams and welcome applications from everyone.
Located: Hull
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:
- 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 and 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.
- 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 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.
ITS Customer Support Technician in Kingston upon Hull employer: Ricoh
Ricoh is an exceptional employer located in Hull, offering a dynamic work environment that fosters innovation and creativity. With a strong commitment to employee growth, we provide extensive training opportunities and support for career advancement, alongside a competitive salary and benefits package. Our inclusive work culture values diversity and encourages collaboration, making Ricoh a rewarding place to build a meaningful career in technology.
StudySmarter Expert Advice🤫
We think this is how you could land ITS Customer Support Technician in Kingston upon Hull
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Ricoh. Understand their values, products, and what makes them tick. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your skills match the role of Customer Support Technician. The more comfortable you are, the better you'll come across during the actual interview.
✨Tip Number 3
Show off your customer service skills! Since this role is all about keeping customers happy, think of examples from your past experiences where you went above and beyond for a client. This will demonstrate your commitment to excellent service.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates and shows your enthusiasm for the role.
We think you need these skills to ace ITS Customer Support Technician in Kingston upon Hull
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Support Technician role. Highlight your relevant experience with desktop/laptop technology and any customer service skills that show you can keep our clients happy.
Show Off Your IT Skills:Don’t hold back on showcasing your technical skills! Mention any experience you have with software support, hardware break-fix services, and network support. We want to see how you can contribute to our team!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to see your qualifications and experiences at a glance.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to track your application and get back to you quickly!
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 high customer satisfaction, so prepare examples of how you've provided excellent service in previous roles. Think about times when you went above and beyond to meet a customer's needs.
✨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 discuss how you've applied ITIL in your past work or how you would implement it in this role.
✨Show Your Organisational Skills
The ability to multi-task and prioritise is crucial for this position. Come equipped with examples that demonstrate your organisational skills, especially in a client-facing environment. Highlight how you manage your time effectively under pressure.
