Service Desk Administrator - 12month FTC

Ricoh UK; Northampton; On-site; GBP 26,000 - 34,000; Full time

Job summary

Ricoh is seeking a capable IT Service Desk professional at our Northampton site to log and classify incidents, manage requests, and escalate where needed to meet SLAs. You will work closely with the Data Analyst and provide admin support to the shared service desk.

The role requires IT experience, knowledge of ServiceNow, and strong customer service and communication skills. You will thrive working unsupervised to deadlines and contribute to a professional, collaborative team environment.

Qualifications

• Experience working in an IT environment.
• Experience using a service management system such as ServiceNow.
• Awareness of ITIL framework.
• Excellent Customer Service & Telephone handling skills.
• Capable of working unsupervised to agreed timescales.
• Excellent communication skills – both verbal and written.
• Excellent interpersonal skills.
• Ability to organise and prioritise work.
• Ability to work under pressure.
• Ability to work well in a team.

Responsibilities

• Provide logging of incidents and service requests via email or self-service portal to ensure high-level customer service.
• Classify and prioritise calls per incident and service request management processes for reporting and MI.
• Provide functional escalation to internal, customer and 3rd party resolver groups to meet SLAs.
• Assist Data Analyst in managing and maintaining customer data in the internal system per business requirements.
• Provide administrative support to the shared service desk.

Skills

IT environment experience

ServiceNow

ITIL awareness

Customer service

Communication

Organization & time management

Team collaboration

Tools

ServiceNow

Job description

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

• Provide logging of incidents and service requests that enter the service desk via, email or self‑service portal to ensure a high level of customer service is delivered
• Classification and prioritisation of calls in‑line with Incident and Service Request Management processes to allow for trending and reporting to drive management information to improve the service Ricoh offer
• Provide functional escalation to internal, customer and 3rd party supplier resolver groups so that service level agreements can be met on a monthly basis
• To work alongside the Data Analyst in helping manage and maintain customer data into the internal system ensuring it means all requirements specified by the business.
• To provide administrative support to the shared managed service desk

You will ideally have

• Experience of working in an IT environment
• Experience of using a service management system such as ServiceNow
• Awareness of ITIL framework
• General knowledge of Third party support agreement(s)
• A basic understanding of Service level agreements or arrangement(s)
• Excellent Customer Service & Telephone handling skills
• Must be capable of working unsupervised to agreed timescales
• Excellent communication skills – both verbal and written
• Excellent interpersonal skills
• Ability to organise and prioritise work in an effective manner
• Ability to work under pressure
• Ability to work well in a team

In return for your commitment, you can expect

At Ricoh, work should feel meaningful, supportive and fulfilling. The Ricoh Promise shapes your experience through four pillars that bring our culture to life.

Love to Connect

You become part of a global community built on openness, inclusion and genuine collaboration.

Love to Grow

Your development truly matters to us. With access to learning pathways, mentoring and career opportunities across functions and countries, you'll be supported to stretch your skills, explore new directions and stay future‑ready in a changing world.

Love to Give Back

Purpose is part of how we work. You'll have opportunities to make a difference through volunteering, sustainability initiatives and community programmes that reflect our shared values and commitment to positive impact.

Love to Succeed

Success at Ricoh is something we pursue together. You'll benefit from fair rewards, flexible working, wellbeing resources and real recognition - including programmes such as the Imagine. Change. Awards, where colleagues celebrate each other's achievements.

We are an equal opportunities employer

We believe that diverse perspectives make us stronger, and we welcome applications from people of all backgrounds, identities, and experiences. Our hiring decisions are based on skills, experience and potential, and we are committed to creating a fair and inclusive recruitment process. If you require any reasonable adjustments at any stage of the recruitment journey, please let us know and we will support you to bring your best self forward.