Technical Service Desk Advisor

4 weeks ago

Northampton, United Kingdom Ricoh Full time

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)

You will ideally have

Experience of working in a client facing IT environment Experience of using a service management system such as Axios Assyst, ServiceNow, Zendesk. 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 manner

We 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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