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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:
10
Posted:
15.07.2025
Expiry Date:
29.08.2025
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, monitor tickets, and proactively update or manage near-breach tickets.
* Manage incidents and service requests end-to-end, keeping customers informed and applying ITIL best practices.
* Classify and prioritize calls according to Incident and Service Request Management processes to enable trending and reporting for service improvement suggestions.
* Adhere to company policies, procedures, and standards aligning with the ‘Ricoh way’ (culture).
* Proactively escalate documentation queries.
* Aim to meet KPIs, be aware of SLAs and breaches, and escalate when necessary.
* Share knowledge with team members and ensure relevant systems (SharePoint, etc.) are updated with revised information.
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 and ability to develop good customer relationships.
* Effective organization and prioritization skills.
* Ability to work under pressure with a methodical and disciplined approach.
* Teamwork skills.
* Knowledge of third-party support agreements.
* Understanding of SLAs and OLAs.
* First-line technical support experience preferred.
* Experience working towards KPIs and achieving goals.
We receive many applications, so apply promptly
In return for your commitment, you can expect:
We value your unique energy and offer opportunities to shape the future.
We offer:
* Role-specific working conditions.
* Competitive salary, bonus, and benefits including holiday entitlement, volunteering leave, holiday purchase scheme, flexible retirement plan, health and wellness support, company car or allowance, cycle-to-work scheme, and more.
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