Service Desk Analyst x2

Posted 4 April by Ricoh UK Ltd Featured
Ricoh transforms businesses with imagination, clarity and vision. In fact the entire Ricoh workforce enjoys our pioneering and innovative ways of working, which we like to call: imagine. change.

Our teams are embracing change and fostering new ways of working, so we have never been more resolute in our mission: "You work for us, and we`ll work for you".

As a result of continued growth and innovation Ricoh are looking to recruit 2 Service Desk Analysts to join our fast-growing team on a key UK customer site.

Role Overview:
We are looking for 2 analysts to provide a single point of contact for the Service Desk, providing first line diagnosis, resolution and functional escalation of incidents and service requests on the client Service Desk. The working hours will be 7am-7pm Monday-Friday and individual shift patterns will be discussed at interview stage.
Responsibilities:
-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
-Own tickets and provide functional escalation to Ricoh, the 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
-Work in conjunction to company policies, procedures and standards so that behaviours and working practices are in line with the Ricoh way
-Maintain understanding of applicable technologies in use by the customer 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
Qualifications:
Essential
-Experience of working in a client facing IT environment
-Must be capable of working unsupervised to agreed timescales
-Excellent interpersonal skills
-Ability to develop good relationships with customers
-Ability to organise and prioritise work in an effective manner
-Methodical and disciplined approach to work
-General knowledge of Third party support agreement(s)
-A basic understanding of Service level agreements or arrangement(s)
-Experience of providing remote support services across standard desktop / laptop / thin client environments
-Technical support skills in supporting Active Directory, Microsoft Office, Exchange, Lotus Notes, Citrix, Mobile Devices and Microsoft operation systems
-Excellent troubleshooting skills
Desirable
-Experience of using a service management system such as ServiceNOW
-Awareness of ITIL framework

Reference: 34826366

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