Technical Service Desk Advisor
Vastbouw, Northampton, MA, United States
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We are actively building diverse teams and welcome applications from everyone
Role: Technical Service Desk Advisor Located: Northampton (Ricoh operate a vibrant working policy giving you flexible hybrid working options) Package: Competitive Salary, Pension, 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.
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 working in a fast paced customer services department
Experience of using service management systems.
Technical knowledge of Ricoh's software and hardware portfolio is required.
Technical experience of providing remote support to customers
An awareness of ITIL framework
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
Ability to work under pressure
Methodical and disciplined approach to work
Ability to work well in a team.
General knowledge of Third party support agreement(s)
A basic understanding of Service level agreements or arrangement(s)
Ability to mentor and train team members
Able to recognise a Major incident or outage and elevate accordingly.
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:
A competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme
Flexible retirement plan
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.
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. You can read more about our work toward the UN's 17 Sustainable Development Goals here.
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.
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.
#J-18808-Ljbffr
Role: Technical Service Desk Advisor Located: Northampton (Ricoh operate a vibrant working policy giving you flexible hybrid working options) Package: Competitive Salary, Pension, 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.
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 working in a fast paced customer services department
Experience of using service management systems.
Technical knowledge of Ricoh's software and hardware portfolio is required.
Technical experience of providing remote support to customers
An awareness of ITIL framework
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
Ability to work under pressure
Methodical and disciplined approach to work
Ability to work well in a team.
General knowledge of Third party support agreement(s)
A basic understanding of Service level agreements or arrangement(s)
Ability to mentor and train team members
Able to recognise a Major incident or outage and elevate accordingly.
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:
A competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme
Flexible retirement plan
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.
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. You can read more about our work toward the UN's 17 Sustainable Development Goals here.
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.
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.
#J-18808-Ljbffr