Service Desk Analyst - 12 month FTC

Ricoh UK; Warrington; On-site; GBP 32,000 - 42,000; Full time

Job summary

Ricoh UK is seeking an analyst to provide a single point of contact for the Service Desk, delivering first line diagnosis and resolution for incidents and service requests. The contracted hours are 37.5 per week, between 7am-7pm Monday-Friday with shift patterns discussed at interview.

You will manage tickets end-to-end, escalate when needed, maintain knowledge articles and contribute to a high level of customer service while aligning with Ricoh policies and standards.

Qualifications

• Experience of working 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.
• General knowledge of Third party support agreements.
• A basic understanding of Service level agreements or arrangements.
• Experience of providing remote support services across standard desktop / laptop / thin client environments.
• Technical support skills in supporting Active Directory, Microsoft Office, Exchange, Lotus Notes, Citrix, Mobile Devices and Microsoft operation systems.
• Excellent troubleshooting skills.

Responsibilities

• Provide first line logging, diagnosis and resolution of incidents and service requests that enter the service desk via phone, email or self-service portal to ensure a high level of customer service.
• Own tickets and provide functional escalation to Ricoh, the customer and 3rd party resolver groups so that service level agreements can be met on a monthly basis.
• Provide end to end incident and service request management to ensure customers are kept updated on the progress of their tickets.
• 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.
• Work in conjunction to company policies, procedures and standards so that behaviours and working practices are in line with the Ricoh way.
• Maintain understanding of applicable technologies in use by the customer to contribute to a higher level of first time fix rates.
• Proactively update knowledge articles so that the service desk can deliver a standardised and repeatable service to customers.
• Engage in "shift left" activities with technical teams to allow more incidents to be resolved at first line cutting down disruption to users and enhancing customer satisfaction.

Skills

Client facing

Unsupervised work

Interpersonal skills

Relationship building

Organising work

Methodical mindset

ITIL awareness

Tools

Active Directory

Microsoft Office

Exchange

Citrix

Mobile Devices

Windows OS

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

We are looking for an analyst to provide a single point of contact for the Service Desk, providing first line diagnosis, resolution and functional escalation of incidents and service requests on the client Service Desk. The contracted hours are 37.5 per week, between 7am-7pm Monday-Friday and individual shift patterns will be discussed at interview stage.

Responsibilities

• Provide first line logging, diagnosis and resolution of incidents and service requests that enter the service desk via phone call, email or self-service portal to ensure a high level of customer service is delivered
• Own tickets and provide functional escalation to Ricoh, the customer and 3rd party supplier resolver groups so that service level agreements can be met on a monthly basis
• Provide end to end incident and service request management to ensure customers are kept updated on the progress of their tickets
• 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
• Work in conjunction to company policies, procedures and standards so that behaviours and working practices are in line with the Ricoh way
• Maintain understanding of applicable technologies in use by the customer to contribute to a higher level of first time fix rates
• Proactively update knowledge articles so that the service desk can deliver a standardised and repeatable service to customers
• Engage in "shift left" activities with technical teams to allow more incidents to be resolved at first line cutting down disruption to users and enhancing customer satisfaction

You will ideally have

• Experience of working in a client facing IT environment
• Must be capable of working unsupervised to agreed timescales
• Excellent interpersonal skills
• Ability to develop good relationships with customers
• Ability to organise and prioritise work in an effective manner
• Methodical and disciplined approach to work
• General knowledge of Third party support agreement(s)
• A basic understanding of Service level agreements or arrangement(s)
• Experience of providing remote support services across standard desktop / laptop / thin client environments
• Technical support skills in supporting Active Directory, Microsoft Office, Exchange, Lotus Notes, Citrix, Mobile Devices and Microsoft operation systems
• Excellent troubleshooting skills

Desirable

• Experience of using a service management system such as ServiceNOW
• Awareness of ITIL framework

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.

Across teams, countries and roles, you'll find people who listen, involve and encourage you - helping you feel valued and able to be yourself every day.

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.