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Role: Technical Service Desk Advisor
Located: Northampton (Ricoh operate a vibrant working policy giving you flexible hybrid working options)
Package: Competitive salary, bonus, pension, 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.
Find out more aboutRicoh Today
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, monitoring and proactively update tickets / Management that are close to breaching their SLA
* 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
* 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.
* Work in conjunction to company policies, procedures and standards so that behaviours and working practices are in line with the ‘Ricoh way’ (culture)
* Proactively escalate any documentation queries
* Aim to achieve KPIs and be aware of SLAs and Breaches, escalate where possible
* 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
* Experience of working in a client facing IT environment
* Experience of using a service management system such as ServiceNow
* Awareness of ITIL framework ideally v3 Foundation
* 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)
* An understanding of Service level agreements (SLA) or arrangement(s) & Operating Level Agreements (OLA)
* Excellent Customer Service & Telephone handling skills
* 1stline Technical Support experience preferred
* Experience of working towards / achieving goals e.g. KPIs
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.
Click here to learn more about life at Ricoh.
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