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- Tasks: Help customers with tech issues via calls, emails, or online requests.
- Company: Join Ricoh, a leader in innovative technology solutions.
- Benefits: Enjoy flexible hours, generous holidays, and wellness support.
- Why this job: Be part of a dynamic team improving customer satisfaction and tech services.
- Qualifications: No prior experience needed; just great communication and a willingness to learn.
- Other info: Opportunity to work towards ITIL certification and develop your tech skills.
The predicted salary is between 28800 - 43200 £ per year.
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 resolver groups so that service level agreements can be met on a monthly basis. Manage incidents and service requests end-to-end to keep customers updated on ticket progress. Classify and prioritize calls in line with Incident and Service Request Management processes to enable trending and reporting for service improvement. Maintain understanding of applicable technologies used by Ricoh customers to improve first-time fix rates. Proactively update knowledge articles to enable a standardized and repeatable service delivery. Engage in "shift left" activities with technical teams to resolve more incidents at first line, reducing user disruption and enhancing satisfaction.
You will ideally have:
- Experience with service management systems such as ServiceNow (preferred).
- Awareness of the ITIL framework (opportunity to work towards certification).
- The ability to work independently within agreed timescales.
- Excellent verbal and written communication skills.
- Strong interpersonal skills.
- Ability to develop good relationships with customers.
- Effective organization and prioritization skills.
We receive a high volume of applications, so we encourage you to apply promptly. In return for your commitment, you can expect:
- Alignment with role requirements.
- An excellent package including a solid base salary, strong bonus, and comprehensive benefits such as: Generous holiday entitlement, two days of special leave per year for volunteering, and a holiday purchase scheme.
- Flexible retirement plan and support for physical, emotional, and financial health, including Employee Assistance Programme, life cover, medical protection, gym, travel, and retail discounts, and more.
- Company car or car allowance (role-specific), cycle-to-work scheme.
Service Desk Advisor employer: Ricoh
Contact Detail:
Ricoh Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Advisor
✨Tip Number 1
Familiarise yourself with the ITIL framework, as it's highly relevant for the Service Desk Advisor role. Understanding its principles will not only help you in the interview but also demonstrate your commitment to service management best practices.
✨Tip Number 2
Gain hands-on experience with service management systems like ServiceNow. If you haven't used it before, consider exploring online tutorials or demos to get a feel for how it works, as this knowledge can set you apart from other candidates.
✨Tip Number 3
Practice your communication skills, both verbal and written. As a Service Desk Advisor, you'll need to convey technical information clearly to customers, so consider role-playing scenarios with friends or family to build your confidence.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable during your application process. Plus, it shows your proactive approach to understanding the role.
We think you need these skills to ace Service Desk Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience, especially in customer service and incident management. Use keywords from the job description, such as 'first line logging', 'service requests', and 'ITIL framework' to catch the employer's attention.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and how your skills align with the responsibilities outlined. Mention your experience with service management systems like ServiceNow and your ability to work independently within agreed timescales.
Showcase Communication Skills: Since excellent verbal and written communication skills are crucial for this role, consider including examples of how you've effectively communicated with customers or resolved issues in previous positions. This can be done in both your CV and cover letter.
Highlight Problem-Solving Abilities: Demonstrate your problem-solving skills by providing specific examples of how you've diagnosed and resolved incidents in the past. This will show that you can manage incidents end-to-end and keep customers updated on ticket progress.
How to prepare for a job interview at Ricoh
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Desk Advisor. Familiarise yourself with incident management processes and how to classify and prioritise calls effectively.
✨Showcase Communication Skills
Since excellent verbal and written communication skills are crucial, practice articulating your thoughts clearly. Be prepared to demonstrate how you've effectively communicated with customers in past roles.
✨Familiarise with ITIL Framework
Having an awareness of the ITIL framework is beneficial. Brush up on its principles and be ready to discuss how they apply to service management and improving customer satisfaction.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of examples where you've successfully resolved incidents or improved service delivery, and be ready to share these experiences.
