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Technical Service Desk Advisor, Northampton
Client: Ricoh
Location: Northampton, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: e600b39484ff
Job Views: 21
Posted: 12.08.2025
Job Description:
What you will be doing
* Provide first line logging, diagnosis, and resolution of incidents and service requests via phone, email, or self-service portal to ensure high customer service levels.
* Escalate issues functionally to internal, customer, and third-party resolver groups to meet SLAs, monitoring and updating tickets proactively, especially those close to breaching SLA.
* Manage incidents and service requests end-to-end, keeping customers updated, applying ITIL best practices where possible.
* Classify and prioritize calls according to Incident and Service Request Management processes for trending and reporting, and suggest improvements.
* Align with company policies, procedures, and standards to reflect the ‘Ricoh way’ (culture).
* Proactively escalate documentation queries.
* Aim to achieve KPIs, be aware of SLAs and breaches, and escalate as needed.
* Share knowledge with team members and keep relevant systems updated.
You will ideally have
* Experience in a client-facing IT environment.
* Experience with service management systems like ServiceNow.
* Awareness of ITIL framework, ideally v3 Foundation.
* Ability to work independently within agreed timescales.
* Excellent verbal and written communication skills.
* Strong interpersonal skills.
* Ability to build good relationships with customers.
* Effective organization and prioritization skills.
* Ability to work under pressure.
* Methodical and disciplined approach.
* Teamwork skills.
* Knowledge of third-party support agreements.
* Understanding of SLAs and OLAs.
* 1st line technical support experience preferred.
* Experience working towards KPIs.
We encourage prompt applications due to high application volume.
In return, you can expect
* Alignment with role requirements.
* An excellent package including a competitive salary, bonus, and benefits such as holiday entitlement, volunteering leave, holiday purchase scheme, flexible retirement plan, health and wellness support, company car or allowance, cycle scheme, and more.
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