Service Request Analyst (Entry Level)

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

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

This role will report to the IT Service Requests Manager and will be responsible for providing excellent support to our internal colleagues for Service Requests via phone, e-mail and face to face interactions. You will be working in a fast paced, high volume and sometimes challenging environment within a fun team.

Department Duties:

• Serve as primary contact for customer queries/requests delivering excellent customer service.
• Initial assessment, approval and resolution of incidents and service requests
• Take ownership and responsibility of any requests from start through to a successful resolution or escalation to another support team.
• Maintain and consistently demonstrate a good working knowledge of company processes, practices and procedures.
• Manage time effectively and meet agreed deadlines/SLA’s
• Assist the team to achieve all function/team and company KPI’s.

You will ideally have

• Sound Knowledge of Microsoft Office (Word, Excel, Powerpoint)
• Good telephone manner
• Excellent customer handling skills
• Previous customer service experience (1 year+)
• Excellent interpersonal skills, with a focus on listening and questioning
• Problem solving skills
• Good written communication skills
• Excellent teamwork and ability to work well with others across all levels
• ServiceNow experience (desirable but not essential)