Service Request Analyst (Fixed Term) Entry Level

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

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.

• 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)

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.