IT Customer Support Technician - Deskside Support

Ricoh UK; Greater London; On-site; GBP 30,000 - 48,000; Full time

Job summary

Ricoh UK is seeking a Desk-side Support Engineer to deliver high-quality, face-to-face IT support to staff across our Greater London sites. You will resolve incidents, manage end-user devices, and work closely with the Service Desk and Technical teams.

You will troubleshoot Windows and macOS, support Microsoft 365 apps, assist with authentication and VPN, and help maintain asset documentation while delivering a professional onsite service.

Qualifications

• Strong technical capability and excellent customer service.
• Experience supporting Windows and macOS in a corporate environment.
• Ability to diagnose hardware/software issues and coordinate repairs.

Responsibilities

• Provide face-to-face technical support for end users.
• Diagnose and resolve hardware, software, operating system, and connectivity issues.
• Support Windows and macOS devices within the corporate environment.
• Troubleshoot laptops, desktops, monitors, docking stations, keyboards, mice, headsets, and other peripherals.
• Support mobile devices including iPhones and corporate applications.
• Provide support for Microsoft 365 applications including Outlook, Teams, OneDrive, and Office applications.
• Assist users with authentication, MFA, password and account-related issues.
• Support printing, network connectivity, VPN and shared resource access.
• Provide support for meeting rooms, screens and audio-visual equipment.
• Build, configure and deploy laptops and other end-user devices.
• Take ownership of incidents and service requests from initial contact through to resolution.
• Maintain accurate asset, and device information.

Skills

Customer service

Troubleshooting

Communication

End-user support

Face-to-face support

Tools

Windows

macOS

Microsoft 365

VPN

IT peripherals

Job description

About Ricoh

A global leader in digital services, recognised for innovation, sustainability and a people-first culture. We feature in the

About Ricoh

A global leader in digital services, recognised for innovation, sustainability and a people-first culture. We feature in the Gartner Magic Quadrant, are listed in the Global 100 Most Sustainable Companies, and have been named one of Forbes’ World’s Best Employers 2025. At Ricoh, we believe people do their best work when they feel valued and supported. We create inclusive workplaces where you can grow, contribute, and make a positive impact while helping to build a more sustainable future.

Find your place. Transform your future

Our purpose is centred on understanding and improving how people work. By focusing on real working experiences, we support individuals to develop their skills, realise their potential and do work that feels meaningful.

People Transform When They Love What They Do

This belief sits at the heart of The Ricoh Promise. It guides how we recruit, how we support our people, and how we work together every day, creating an environment where you can grow, feel valued and make a difference. When you join us, you are encouraged to share your ideas, challenge the way things are done, and work with others to build something better. If you are looking for a place where your voice is heard, your development is supported, and your work feels meaningful, you will feel at home at Ricoh.

What you will be doing

The Deskside Support Engineer function is responsible for providing high-quality, hands-on IT support to users, resolving incidents and service requests face-to-face. The role requires strong technical capability, excellent customer service, and clear ownership of issues through to resolution. The role requires the support of end-user devices, applications, peripherals, meeting room technology, and workplace IT services, while working closely with the wider Service Desk and Technical Teams.

• Provide face-to-face technical support for end users.
• Diagnose and resolve hardware, software, operating system, and connectivity issues.
• Support Windows and macOS devices within the corporate environment.
• Troubleshoot laptops, desktops, monitors, docking stations, keyboards, mice, headsets, and other peripherals.
• Support mobile devices including iPhones and corporate applications.
• Provide support for Microsoft 365 applications including Outlook, Teams, OneDrive, and Office applications.
• Assist users with authentication, MFA, password and account-related issues.
• Support printing, network connectivity, VPN and shared resource access.
• Provide support for meeting rooms, screens and audio-visual equipment.
• Build, configure and deploy laptops and other end-user devices.
• Support new starter, mover, and leaver activity.
• Carry out device replacements, refreshes, and hardware swaps.
• Diagnose hardware faults and coordinate repairs where required.
• Maintain accurate asset, and device information.
• Support stock control for laptops, accessories, and peripheral equipment.
• Take ownership of incidents and service requests from initial contact through to resolution.
• Ensure tickets are accurately categorised, updated and progressed within agreed SLA targets.
• Provide clear and regular communication to users throughout the lifecycle of a ticket.
• Escalate issues appropriately when additional technical expertise is required.
• Identify recurring issues and highlight potential service improvements.
• Maintain accurate resolution notes and technical documentation.
• Deliver a professional and approachable onsite IT support service.
• Provide clear explanations to users without unnecessary technical jargon.
• Take ownership of issues and avoid unnecessary hand-offs.
• Provide additional support to VIP and senior users where required.
• Manage user expectations and communicate delays or dependencies clearly.
• Support a positive and collaborative relationship between IT and the wider business.
• Carry out regular checks of meeting rooms and shared technology.
• Support planned technology deployments, upgrades, and office changes.
• Assist with software