Service Desk Administrator

Description:

Change your job, change your workplace, change your future...
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
What you will be doing
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
You will ideally have
* Experience of working in an IT environment
* Experience of using a service management system such as ServiceNow
* Awareness of ITIL framework
* General knowledge of Third party support agreement(s)
* A basic understanding of Service level agreements or arrangement(s)
* 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 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