Service Desk Analyst

About Ricoh

A global leader in digital services, recognised for innovation, sustainability and a people‑first culture. We feature in the Gartner Magic Quadrant, are listed in the Global 100 Most Sustainable Companies, and have been named one of Forbes’ World’s Best Employers 2025. At Ricoh, we believe people do their best work when they feel valued and supported. We create inclusive workplaces where you can grow, contribute, and make a positive impact while helping to build a more sustainable future.

• 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.
• 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 offers.
• 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 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 arrangements.
• Excellent troubleshooting skills.
• Ability to mentor and train team members.
• Excellent time keeping.
• Able to recognise a major incident or outage and escalated accordingly.

At Ricoh, work should feel meaningful, supportive and fulfilling. The Ricoh Promise shapes your experience through four pillars:

Love to Connect – you become part of a global community built on openness, inclusion, and genuine collaboration, and feel valued and able to be yourself each day.

Love to Grow – your development truly matters, with access to learning pathways, mentoring, and career opportunities across functions and countries.

Love to Give Back – you have opportunities to make a difference through volunteering, sustainability initiatives and community programmes.

Love to Succeed – success is pursued together, with fair rewards, flexible working, wellbeing resources and real recognition.

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.

Apply now and help us shape what comes next.