IT Service Desk & Requests Analyst

Ricoh; Leeds; On-site; GBP 32,000 - 52,000; Full time

Job summary

Ricoh is seeking an IT Service Requests Support role to deliver exemplary internal customer service. You will handle service requests via phone, email, and face-to-face, performing initial assessments and guiding requests to resolution within a fast-paced, high-volume environment.

The role requires solid Microsoft Office skills, good communication, and a proactive, team-focused mindset. Based in Leeds, the position reports to the IT Service Requests Manager and involves collaboration across

Qualifications

• Customer service experience and strong interpersonal skills are essential.
• Excellent written and verbal communication skills are required.
• Ability to listen, ask questions and solve problems effectively.
• Experience using Microsoft Office (Word, Excel, PowerPoint) is preferred.
• Experience with ServiceNow is desirable but not essential.

Responsibilities

• Serve as primary contact for customer queries/requests, delivering excellent customer service.
• Initial assessment, approval and resolution of incidents and service requests.
• Take ownership from start to final resolution or escalation to another team.
• Maintain and demonstrate knowledge of company processes, practices and procedures.
• Manage time effectively and meet deadlines/SLA targets.
• Assist the team to achieve function, team and company KPIs.

Skills

Customer service

Interpersonal skills

Listening & questioning

Written communication

Teamwork

Problem solving

Telephone manners

ServiceNow

Microsoft Office

Tools

Microsoft Office

ServiceNow

Job description

Ricoh is seeking an IT Service Requests Support role to deliver exemplary internal customer service. You will handle service requests via phone, email, and face-to-face, performing initial assessments and guiding requests to resolution within a fast-paced, high-volume environment.

The role requires solid Microsoft Office skills, good communication, and a proactive, team-focused mindset. Based in Leeds, the position reports to the IT Service Requests Manager and involves collaboration across