Technical Service Desk Advisor

2 weeks ago

Northampton, United Kingdom Ricoh Full time
Change your job, change your workplace, change your future...
We are actively building diverse teams and welcome applications from everyone
Role: Technical Service Desk Advisor 
Located: Northampton
Package: Competitive salary, plus bonus and additional company benefits
Shift Pattern: 37.5 hours per week between 7:00am-7:00pm Monday- Friday with 2 days of office based working per week
About Ricoh:
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.
Find out more about 
What you will be doing
We are currently looking to recruit a flexible, team-orientated  Technical Service Desk Advisor to provide a single point of contact for Ricoh`s Customers, operating as part of a team during our core working hours and covering out of office hours.
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, monitoring and proactively update tickets / Management that are close to breaching their SLA

Provide end to end incident and service request management to ensure customers are kept updated on the progress of their tickets – applying ITIL best practice where possible

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.  Making recommendations / suggestions for areas of improvement.

Work in conjunction to company policies, procedures and standards so that behaviours and working practices are in line with the ‘Ricoh way’ (culture)
We are an equal opportunities employer
We are an equal opportunities employer
We 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.
Striving for inclusion and diversity isn’t just the right thing to do. Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.
To empower you to bring your full identity to work, we have employee-led affinity groups in LGBTQ+, gender and ethnicity that allow members to explore issues and challenges surrounding shared identities, experiences and beliefs

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