Change your job, change your workplace, change your future...
We are actively building diverse teams and welcome applications from everyone
Role: Customer Support Technician (Charlotte Tilbury)
Located: London (WC2R 2ND)
Package: £30,000 to £40,000 plus bonus, pension and large company benefits
Shift Pattern: 37.5 hours per week on a shared rota between the hours of 8:00 and 18:00
Ricoh is a global technology business, where our ambition is to harness solutions to boost productivity, enable creativity and help people achieve a sense of fulfilment – all while driving innovation.
We are leading the way with an extensive portfolio of products & sophisticated end-to-end solutions that unleash teams’ potential through Digital Workplace solutions, that capture the full value of Cloud & Infrastructure, which create streamlined business processes, that detect, predict & prevent cyber-attacks and which enhance digital experience.
At Ricoh, we ensure that change is positive and that it sparks employee engagement, releases innovation, improves security and drives sustainability.
Ricoh UK Core Values
What you will be doing
The primary function is deskside support to the customer’s end users. This encompasses Hardware, Software and system administration. Defined as providing contracted IT support to ensure that the client’s staff are able to do their job in support of their organization’s commercial goals i.e., access, shared resources, configuration, software installations, intranet and internet access, document management, hardware break fix and smart hands.
- To act upon Incidents and Service Requests assigned to you and your team in the ITSM toolset or equivalent ticketing system. To own end to end Incident and queue management, including 3rd party ticket management as well as requests for additional services hardware /software, system access, configuration, desk moves and setup, and support where IT presence is required.
- To engage escalation policies and procedures in order to ensure adherence to contractual SLAs.
- To contribute to Major Incident and emergency response for client site specific services
- Contribute to escalated problem resolution by providing smart hands support to the business upon request to assist with restoration of services.
- To identify opportunities to ‘Shift left’ to allow the Service Desk to perform more complex support activities
- To create, review and update Knowledge Base articles and local site documentation, processes, and procedures
- To provide technical troubleshooting under the guidance of 3rd line resolver groups for technologies such as Infrastructure devices, Network devices, and Communication Services
- To be responsible for hardware asset management, stock control and regular audits, including the allocation of new starter equipment and updating Configuration Management Database. Collecting leaver equipment and updating Configuration Management Database and the fulfilment of disposal requests
- To deliver support for the IT on site infrastructure, including Wi-Fi and LAN access, Voice and Video Conferencing, Meeting Room Booking Systems, for audio visual conference calls meetings plus the integration of MS Teams meetings and Cisco Webex, Zoom calls and print solutions
- To provide event support (remote, on premise, and in 3rd party locations)
You will ideally have
- Excellent problem-solving skills and the ability to follow instructions. To comprehend format and “jargon” within written technical information in the form of technical manuals and bulletins and relevant publications
- Possesses excellent communication skills at all levels within the customer and organization
- Possesses ability to work under own initiative in pressured situations to deliver the highest levels of customer satisfaction
- Ability to understand user requirements relating to the customers IT infrastructure.
- Possesses ability to make decisions independently and use good judgment when others should be involved.
- ITIL Foundation – Desirable.
- Good organizer, priority driven, and able to multitask to meet service priorities.
- Methodical with attention to detail but prepared to meet customer expectations.
- Communicate effectively with good customer focus.
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
What we can offer you:
- An inclusive workplace
- Excellent package: solid basic, strong bonus and company benefits
- Flexible and hybrid working in line with role requirements
- Career development and life-long learning opportunities
- Opportunity to join a global company
Working towards a sustainable future
Our approach to sustainability is to pursue a balance of People, Planet and Prosperity and we’ve incorporated a range of Environmental, Social and Governance (ESG) objectives in our overall business strategy, tackling seven priority issues including Zero-Carbon Society, Circular Economy, Open Innovation and Diversity & Inclusion. We’re also accelerating our energy-saving initiatives and use of renewable energy, as well as providing digital services for new ways of working.
We are an equal opportunities employer
Ricoh UK is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. 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.