Service Desk Analyst

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
• 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
• Support the team with escalated, unresolved incidents through using appropriate routes, within appropriate timescales, in order to ensure the company meets OLA’s and SLA’s
• Deputise for the team leader by supporting the team, ensuring workloads are managed and team are engaged and motivated
• 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

• Excellent telephone manner for effective customer handling
• Excellent customer handling skills
• People management experience
• Written communication skills to enable effective communication with internal and external contacts
• Knowledge of relevant systems and procedures
• Problem solving skills
• Negotiation skills
• Commercial awareness of the company’s customer base
• Good technical understanding of the Ricoh and non‑Ricoh product ranges
• Connectivity knowledge
• Good PC skills
• Act as a point of escalation in absence of team leader
• Have good knowledge of company policies
• Have good organisational skills
• Have a high level of ethics and integrity

Love to Connect:
You become part of a global community built on openness, inclusion, and genuine collaboration. Across teams, countries and roles, you’ll find people who listen, involve and encourage you—helping you feel valued and able to be yourself every day.

Love to Grow:
Your development truly matters to us. With access to learning pathways, mentoring and career opportunities across functions and countries, you’ll be supported to stretch your skills, explore new directions and stay future‑ready in a changing world.

Love to Give Back:
Purpose is part of how we work. You’ll have opportunities to make a difference through volunteering, sustainability initiatives and community programmes that reflect our shared values and commitment to positive impact.

Love to Succeed:
Success at Ricoh is something we pursue together. You’ll benefit from fair rewards, flexible working, wellbeing resources and real recognition—including programmes such as the Imagine. Change. Awards, where colleagues celebrate each other’s achievements.

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.