Service Desk Support Specialist

2 weeks ago


Leeds, Leeds, United Kingdom Vastbouw Full time
Job Summary: We are seeking an experienced IT professional to join our team as a Service Desk Support Specialist. The successful candidate will be responsible for providing exceptional customer service, troubleshooting technical issues, and escalating complex problems to internal teams. This is a fantastic opportunity to work with a global technology business and contribute to the delivery of innovative digital services.

About Ricoh: As a leading provider of cloud and IT infrastructure solutions, we strive to make work smarter and more creative. Our diverse teams are passionate about delivering exceptional customer experiences and pushing the boundaries of what is possible in the tech industry.

Key Responsibilities:
  1. Provide first-line logging, diagnosis, and resolution of incidents and service requests to ensure high-quality customer service.
  2. Evaluate and escalate complex problems to internal teams to meet service level agreements.
  3. Offer end-to-end incident and service request management to keep customers informed of ticket progress.
  4. Analyze and classify calls according to Incident and Service Request Management processes to drive management information.
  5. Proactively update knowledge articles to deliver standardized services to customers.
  6. Promote shift-left activities with technical teams to resolve incidents at first line and enhance customer satisfaction.

You Will Ideally Have:
  1. Experience working in a client-facing IT environment.
  2. Familiarity with service management systems such as ServiceNow.
  3. Awareness of the ITIL framework.
  4. Basic understanding of third-party support agreements.
  5. Knowledge of service level agreements or arrangements.
  6. Technical support skills in supporting Microsoft environments.
  7. ITIL V3 Foundation Certification (advantageous).

Benefits: Enjoy an excellent package with strong basic salary, attractive bonus scheme, and generous company benefits including:
  • Competitive holiday entitlement and special leave for volunteering.
  • Flexible retirement plan.
  • Wellbeing schemes to support your physical, emotional, and financial health.
  • Company car or car allowance (role-specific).


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