Service Desk Analyst

6 days ago

Leeds, United Kingdom CV-Library Full time

Change your job, change your workplace, change your future...
We are actively building diverse teams and welcome applications from everyone
Role: Service Desk Analyst
Located: Leeds
Package: Competitive pay, plus bonus and additional company benefits
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 Ricoh Today
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 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
You will ideally have
* Experience of working in a client facing IT environment
* Experience of using a service management system such as ServiceNOW
* 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)
* Experience of providing remote support services across standard desktop / laptop / thin client environments
* Technical support skills in supporting Active Directory, Microsoft Office, Exchange, Lotus Notes, Citrix, Mobile Devices and Microsoft operation systems
* Excellent troubleshooting skills
* ITIL V3 Foundation Certified advantageous
* Ability to mentor and train team members
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.
Click here to learn more about life at Ricoh

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