Service Desk Advisor
4 months ago
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 using a service management system such as ServiceNow (preferred) Awareness of ITIL framework (opportunity to work towards ITIL certification) 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 mannerWe receive a high volume of applications for our roles, so we encourage you to apply as soon as possible
In return for your commitment, you can expect
We’re looking for individuals with values and causes, strengths and weaknesses, passions and ideas. Bring your unique energy, and we’ll match it with opportunities to create the future.
In return for your commitment, we can offer you:
working in line with role requirements An 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 schemeFlexible retirement planto 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 Opportunity to join a global company-
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