Service Desk Analyst

Service Desk Analyst

Ricoh UK Warrington, England, United Kingdom

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.

• 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
• 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 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 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 arrangement(s)
• Excellent troubleshooting skills
• Ability to mentor and train team members
• Excellent time keeping
• Able to recognise a Major incident or outage and elevate accordingly

• Flexible and hybrid working in line with role requirements
• An inclusive workplace
• 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
  • Wellbeing schemes 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
• Career development and life‑long learning opportunities
• Opportunity to join a global company

We are an equal opportunities employer and 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.