Remote Service Desk Analyst First-Line IT Support

Ricoh; England; On-site; GBP 22,000 - 32,000; Full time

Job summary

Ricoh is seeking a Service Desk Analyst to provide a single point of contact for the Service Desk, delivering first line diagnosis, resolution and escalation of incidents and service requests. The role is 37.5 hours per week, with shifts between 7am and 7pm, Monday to Friday, with interview-stage discussion of specific patterns.

You will own tickets end-to-end, manage prioritisation and escalation, and contribute to knowledge articles.

Qualifications

• Experience in a client-facing IT environment.
• Capable of working unsupervised to agreed timescales.
• Excellent interpersonal skills.
• Ability to develop good relationships with customers.
• Ability to organise and prioritise work effectively.
• Methodical and disciplined approach to work.
• Basic understanding of SLAs and remote support across standard desktops/laptops/ thin clients.
• Experience with Active Directory, Microsoft Office, Exchange, Citrix, Mobile Devices and Windows operating systems.
• Excellent troubleshooting skills.

Responsibilities

• Provide first line logging, diagnosis and resolution of incidents and service requests via phone, email or self-service.
• Own tickets and provide functional escalation to Ricoh and 3rd party resolver groups so that SLAs can be met monthly.
• Provide end-to-end incident and service request management with updates on ticket progress.
• Classification and prioritisation of calls to drive reporting and MI.
• Work in line with company policies and Ricoh standards.
• Maintain understanding of applicable technologies to contribute to higher first time fix rates.
• Proactively update knowledge articles for standardised service delivery.
• Engage in shift-left activities with technical teams to resolve at first line.

Skills

Client facing IT

Unsupervised work

Interpersonal skills

Relationship building

Time management

Troubleshooting

Remote support

AD/Office/Exchange

Citrix

ITIL awareness

Tools

ServiceNOW

Job description

Ricoh is seeking a Service Desk Analyst to provide a single point of contact for the Service Desk, delivering first line diagnosis, resolution and escalation of incidents and service requests. The role is 37.5 hours per week, with shifts between 7am and 7pm, Monday to Friday, with interview-stage discussion of specific patterns.

You will own tickets end-to-end, manage prioritisation and escalation, and contribute to knowledge articles.