Service Desk Analyst - FTC

Responsibilities

• 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 third‑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.
• Classify and prioritise 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.

• Experience working in a fast‑paced customer services department.
• Experience using service management systems.
• Technical knowledge of Ricoh's software and hardware portfolio.
• Technical experience providing remote support to customers.
• Awareness of ITIL framework.
• Capability to work 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 effectively.
• 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).
• Understanding of service level agreements or arrangements.
• Excellent troubleshooting skills.
• Ability to mentor and train team members.
• Excellent time‑keeping.
• Ability to recognise a major incident or outage and escalte accordingly.

In return for your commitment, you can expect the following benefits:

• Love to Connect – become part of a global community built on openness, inclusion and genuine collaboration.
• Love to Grow – access learning pathways, mentoring and career opportunities across functions and countries.
• Love to Give Back – opportunities to make a difference through volunteering, sustainability initiatives and community programmes.
• Love to Succeed – fair rewards, flexible working, wellbeing resources and real recognition programmes such as the Imagine. Change. Awards.

We are an equal opportunities employer. We believe 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.