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We are actively building diverse teams and welcome applications from everyone
Role: Customer Support Technician
Located: Leicester (on-site)
Package: Competitive salary and excellent 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
* Manage Incidents and Service Requests assigned by the Service Desk or Support Teams
* Enforce request handling and escalation policies and procedures
* Track and analyse trends in support requests and generate statistical and SLA reports in line with contractual agreements and to support ongoing Service Improvements
* Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary to ensure SLA adherence
* Assist with monitoring incident trends and anticipate potential problems for proactive resolution
* Work with the client and Ricoh resources to manage the Desktop Lifecycle process
* Deliver support for the IT on site infrastructure, including Wi-Fi and LAN access, Voice and Video Conferencing, Meeting Room Booking Systems
You will ideally have
* Excellent IT problem-solving skills
* Possess excellent communication skills at all levels
* Ability to work under own initiative in pressured situations to deliver the highest levels of customer satisfaction
* Capability to understand user requirements relating to the customers IT infrastructure
* Ability to make decisions independently
* ITIL Foundation – Desirable
* Good organiser, priority driven and able to multi-task to meet service priorities
* Methodical with attention to detail
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