Service Desk Analyst

Change your job, change your workplace, change your future. We are actively building diverse teams and welcome applications from everyone.

Located: Halifax

Package: Competitive salary, plus bonus and additional company 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:

• To deliver an efficient and responsive business process service to the customer, to meet agreed SLAs and customer satisfaction.
• Help solve operational problems quickly and efficiently to ensure the most efficient service is provided.
• Build relationships with users and manage their perception and expectations, including resolving immediate/simple operational problems to ensure the best levels of customer service are delivered.
• Carry out any reasonable request from the line manager to meet the business needs and client expectations.
• Responsible for providing first line diagnosis, resolution and functional escalation of incidents and service requests on the client Service Desk.
• Ensure that the Managed Print Solution is maintained, including servers, print queues, user administration and configuration including changes to device templates and scan workflows, in order to guarantee maximum availability and that key performance indicators and service level agreements are achieved.
• Assist with the order IT process, which covers all aspects of an IMACD (install, move, delete) process from initial investigation of a request through to the successful delivery and install of kit, ensuring that all device deliveries are within the contracted Service Level Agreements.

You will ideally have:

• Advanced IT/P.C. skills proven troubleshooting background.
• Advanced knowledge of print management applications and utilities.
• Basic SQL Administration.
• Good literacy/numeracy skills.
• Good communication skills at all levels.
• Good understanding of customer requirements with a good level of business acumen.
• Highly customer focused.
• Good understanding of 3rd Party Vendor Management.
• Excellent communication skills, with the ability to communicate professionally and confidently at all levels, both externally and internally.
• The ability to gain respect and confidence from co-workers and appropriate management teams.
• Flexible, adaptable and able to work to tight deadlines.
• Self-motivated with the ability to organize and manage yourself as well as organize and motivate others.
• Successful track record in managing high performing teams.

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.