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We are actively building diverse teams and welcome applications from everyone
Role: Service Desk Administrator
Located: Northampton (Hybrid)
Package: Competitive salary, plus bonus and large 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.
To provide administrative support for the shared service desk, managing incoming interactions to the service desk by email and self-service. Refer and manage activity to internal and external resolver groups and third-party vendors.
* Provide logging of incidents and service requests that enter the service desk via email or self-service portal to ensure a high level of customer service is delivered.
* 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 offers.
* Provide functional escalation to internal, customer and 3rd party supplier resolver groups so that service level agreements can be met on a monthly basis.
* To work alongside the Data Analyst in helping manage and maintain customer data into the internal system ensuring it meets all requirements specified by the business.
* To provide administrative support to the shared managed service desk.
You will ideally have
* Experience of working in an IT environment (preferable).
* Experience of using a service management system such as ServiceNow (preferable).
* Must be capable of working unsupervised to agreed timescales.
* Excellent communication skills – both verbal and written.
* Excellent interpersonal skills.
* Ability to organise and prioritise work in an effective manner.
* Ability to work under pressure.
* Ability to work well in a team.
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:
* Excellent package with solid basic, strong bonus and company benefits including:
o A competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme.
o Flexible retirement plan.
o Wellbeing schemes to 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.
o Company car / car allowance (role-specific), cycle to work scheme.
Our values encourage us to constantly improve and contribute to the wellbeing of all stakeholders, including our customers, employees and society.
For our leaders, we deliver training and mentorship to ensure our managers can positively contribute to our company culture, with inclusive behaviours that are aligned to our values.
Be part of something bigger
Our approach to sustainability touches every part of our organisation: from manufacturing to distribution, business sites to recycling, and how we support our customers.
By working with Ricoh, you choose to work for a company that cares about its impact on the planet and takes steps to reduce it each year. We have a number of global sustainability accreditations.
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.
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