We are actively building diverse teams and welcome applications from everyone Role: Service Desk Administrator Located: Northampton (Hybrid working) Package: Competitive salary, bonus and company benefits (Ricoh operate a vibrant working policy giving you flexible hybrid working options) 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 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 offer 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 means all requirements specified by the business. To provide administrative support to the shared managed service desk Experience of working in an IT environment (preferable) Experience of using a service management system such as ServiceNow (preferable) Excellent Customer Service & Telephone handling skills 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