Customer Support Technician

Ricoh Today; West Carr; On-site; GBP 28,000 - 35,000; Full time

Job summary

A global technology business is seeking an IT Support Specialist in West Carr, UK. The role involves operational IT support including hardware, software, and network services, ensuring customer satisfaction and compliance with contractual agreements. Candidates should have experience in desktop/laptop configuration and effective communication skills. This position offers an opportunity to work in a client-facing environment while meeting KPIs and SLAs.

Qualifications

• Proven experience in building and configuring desktop/laptop technology.
• Experience in software support and installation services.
• Experience providing hardware break-fix services.

Responsibilities

• Undertake day-to-day operational work to meet SLA and KPI requirements.
• Provide excellent customer service to ensure high satisfaction.
• Escalate issues to service management when necessary.

Skills

Desktop/laptop technology configuration

Software support and installation

Network support services

Customer communication

ITIL knowledge

Job description

Undertake day-to-day operational work, including server, desktop, laptop, patching, LAN, printer, and software maintenance, in designated customer sites to meet SLA and KPI requirements. Ensure that all incidents, service requests, project work, and site maintenance work are effectively supported to minimize the impact on IT services and meet contractual requirements.

Provide excellent customer service to meet customers' requirements, maintaining high customer satisfaction, which will contribute to contract retention and renewal. Ensure that all processes, policies, and procedures are followed in line with contractual agreements and documentation completed accordingly to deliver an excellent level of service to the customer in line with ITIL best practice.

Key Responsibilities:

• Escalate to the Service Delivery Manager/Service Operations Manager any issues with the services Ricoh provides that will not meet the respective service/project delivery targets.
• Complete any other relevant duties applicable to the scope of the role as requested to meet the requirements of the contract or if requested by the Service Delivery Manager/Service Operations Manager.
• Ensure Minor Change, Incidents, and any Work Package or Project work are scheduled/undertaken to ensure that all agreed timescales and service levels are met.
• Maximize revenue by identifying potential business, ITS, and professional service opportunities, while carrying out day-to-day duties.

Requirements:

• Proven experience of building and configuring standard desktop/laptop technology.
• Experience of providing software support and installation services across a range of industry-standard applications and operating systems.
• Experience of providing hardware break-fix services across standard desktop/laptop environments.
• Experience of providing network support services across standard network environments.
• ITIL - Foundation or the appropriate on-the-job experience.
• Good organizer, priority-driven, and able to multi-task to meet service priorities.
• Methodical with attention to detail, but prepared to meet customer expectations.
• Communicate effectively with a strong customer focus.
• Experience of working in a client-facing environment.

Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. We have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools.