IT Service Request Analyst — Customer Champion & Resolver

Ricoh UK; Leeds; On-site; GBP 23,000 - 29,000; Full time

Job summary

Ricoh UK is recruiting for an IT Service Desk role based in Leeds. You will provide excellent support to internal colleagues via phone, email and face-to-face interactions in a fast-paced team.

Key duties include initial assessment and resolution of incidents, ownership from start to finish, and ensuring deadlines and SLAs are met. ServiceNow experience is desirable but not essential.

Qualifications

• Proven customer service experience (1 year+)
• Excellent interpersonal and communication skills
• Strong problem solving and listening abilities
• Good written communication and ability to work with others at all levels
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint)
• Experience handling incidents and service requests in a fast-paced environment

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 of requests from start to resolution or escalation to another team.
• Maintain knowledge of company processes, practices and procedures.
• Manage time effectively and meet deadlines/SLA.
• Assist the team to achieve function/team and company KPIs.

Skills

Microsoft Office

Telephone manners

Customer handling

Written communication

Interpersonal skills

Listening & questioning

Problem solving

Teamwork

ServiceNow

Tools

ServiceNow

Job description

Ricoh UK is recruiting for an IT Service Desk role based in Leeds. You will provide excellent support to internal colleagues via phone, email and face-to-face interactions in a fast-paced team.

Key duties include initial assessment and resolution of incidents, ownership from start to finish, and ensuring deadlines and SLAs are met. ServiceNow experience is desirable but not essential.