What you will be doing
* 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 supplier resolver groups so that service level agreements can be met on a monthly basis
* Provide end to end incident and service request management to ensure customers are kept updated on the progress of their tickets
* Classification and prioritisation of calls in-line with Incident and Service Request Management processes to allow for trending and reporting to drive management information to improve the service Ricoh offer.
* Maintain understanding of applicable technologies in use by Ricoh customers to contribute to a higher level of first time fix rates.
* Proactively update knowledge articles so that the service desk can deliver a standardised and repeatable service to customers
* Engage in “shift left” activities with technical teams to allow more incidents to be resolved at first line cutting down disruption to users and enhancing customer satisfaction
You will ideally have
* Experience of working in a fast paced customer services department
* Experience of using service management systems.
* Technical knowledge of Ricoh's software and hardware portfolio is required.
* Technical experience of providing remote support to customers
* An awareness of ITIL framework
* Must be capable of working unsupervised to agreed timescales
* Excellent communication skills – both verbal and written
* Excellent interpersonal skills
* Ability to develop good relationships with customers
* Ability to organise and prioritise work in an effective manner
* Ability to work under pressure
* Methodical and disciplined approach to work
* Ability to work well in a team.
* General knowledge of Third party support agreement(s)
* A basic understanding of Service level agreements or arrangement(s)
* Ability to mentor and train team members
* Able to recognise a Major incident or outage and escalte accordingly.
In return for your commitment, you can expect
At Ricoh, work should feel meaningful, supportive and fulfilling. The Ricoh Promise shapes your experience through four pillars that bring our culture to life.
Love to Connect
You become part of a global community built on openness, inclusion and genuine collaboration.
Across teams, countries and roles, you'll find people who listen, involve and encourage you - helping you feel valued and able to be yourself every day.
Love to Grow
Your development truly matters to us. With access to learning pathways, mentoring and career opportunities across functions and countries, you'll be supported to stretch your skills, explore new directions and stay future-ready in a changing world.
Love to Give Back
Purpose is part of how we work. You'll have opportunities to make a difference through volunteering, sustainability initiatives and community programmes that reflect our shared values and commitment to positive impact.
Love to Succeed
Success at Ricoh is something we pursue together. You'll benefit from fair rewards, flexible working, wellbeing resources and real recognition - including programmes such as the Imagine. Change. Awards, where colleagues celebrate each other's achievements.
We are an equal opportunities employer
We believe that diverse perspectives make us stronger, and we welcome applications from people of all backgrounds, identities, and experiences. Our hiring decisions are based on skills, experience and potential, and we are committed to creating a fair and inclusive recruitment process. If you require any reasonable adjustments at any stage of the recruitment journey, please let us know and we will support you to bring your best self forward.
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