What you will be doing
1. 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
2. Provide functional escalation to internal, customer and 3rd party supplier resolver groups so that service level agreements can be met on a monthly basis, monitoring and proactively update tickets / Management that are close to breaching their SLA
3. Provide end to end incident and service request management to ensure customers are kept updated on the progress of their tickets – applying ITIL best practice where possible
4. 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. Making recommendations / suggestions for areas of improvement.
5. Work in conjunction to company policies, procedures and standards so that behaviours and working practices are in line with the ‘Ricoh way’ (culture)
6. Proactively escalate any documentation queries
7. Aim to achieve KPIs and be aware of SLAs and Breaches, escalate where possible
8. Be a team player – share knowledge with co-workers and ensure system (SharePoint and other relevant systems) is up-to-date with revised information
You will ideally have
9. Experience of working in a client facing IT environment
10. Experience of using a service management system such as ServiceNow
11. Awareness of ITIL framework ideally v3 Foundation
12. Must be capable of working unsupervised to agreed timescales
13. Excellent communication skills – both verbal and written
14. Excellent interpersonal skills
15. Ability to develop good relationships with customers
16. Ability to organise and prioritise work in an effective manner
17. Ability to work under pressure
18. Methodical and disciplined approach to work
19. Ability to work well in a team.
20. General knowledge of Third party support agreement(s)
21. An understanding of Service level agreements (SLA) or arrangement(s) & Operating Level Agreements (OLA)
22. Excellent Customer Service & Telephone handling skills
23. 1st line Technical Support experience preferred
24. Experience of working towards / achieving goals e.g. KPIs
We receive a high volume of applications for our roles, so we encourage you to apply as soon as possible
In return for your commitment, you can expect
We’re looking for individuals with values and causes, strengths and weaknesses, passions and ideas. Bring your unique energy, and we’ll match it with opportunities to create the future.
In return for your commitment, we can offer you:
25. working in line with role requirements
26. An
27. Excellent package with solid basic, strong bonus and company benefits including: A competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme Flexible retirement plan to support your physical, emotional and financial health including Employee Assistance Programme, financial protection, life cover and will writing, medical protection, gym, travel and retail discounts, and more. Company car / car allowance (role-specific), cycle to work scheme
28. Opportunity to join a global company