Technical Service Desk Advisor

ZipRecruiter; Northampton; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

ZipRecruiter is seeking a Technical Service Desk Advisor in Northampton to provide top-notch customer service in resolving IT incidents. The role requires experience in a client-facing IT environment and familiarity with service management systems. Candidates should possess strong communication and organizational skills, with a focus on ITIL best practices. Flexible hybrid working options available.

Qualifications

• Experience in a client-facing IT environment.
• Experience in 1st line technical support.
• Awareness of ITIL framework, ideally v3 Foundation.

Responsibilities

• Provide first-line logging, diagnosis, and resolution of incidents.
• Manage incident and service request lifecycle end-to-end.
• Proactively escalate documentation queries and aim to achieve KPIs.

Skills

Excellent verbal and written communication

Strong interpersonal skills

Organizational and prioritization skills

Ability to work independently

Attention to detail

Tools

ServiceNow

Job description

Job Description

Change your job, change your workplace, change your future... We are actively building diverse teams and welcome applications from everyone.

Role: Technical Service Desk Advisor

Located: Northampton (Ricoh operates a vibrant working policy offering flexible hybrid working options)

Package: Competitive salary, bonus, pension, benefits

About Ricoh:

Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools.

Everything we do is designed to help individuals achieve fulfillment through work. Through technology, we make work smarter and more creative, enabling people to lead purposeful working lives and organizations to become more productive, sustainable, and profitable.

Find out more about Ricoh today.

What you will be doing:

• 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 high customer service levels.
• Provide functional escalation to internal, customer, and third-party resolver groups to meet service level agreements, monitoring and proactively updating tickets and management systems, especially those close to breaching SLAs.
• Manage incident and service request lifecycle end-to-end, keeping customers updated on progress, applying ITIL best practices where possible.
• Classify and prioritize calls in line with incident and service request management processes to facilitate trending and reporting for service improvement.
• Work in accordance with company policies, procedures, and standards to align behaviors and practices with the 'Ricoh way' (culture).
• Proactively escalate documentation queries and aim to achieve KPIs, being aware of SLAs and breaches, escalating when necessary.
• Be a team player—share knowledge with colleagues and ensure relevant systems like SharePoint are up-to-date.

Requirements:

• Experience in a client-facing IT environment.
• Experience with service management systems such as ServiceNow.
• Awareness of ITIL framework, ideally v3 Foundation.
• Ability to work independently within agreed timescales.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and ability to develop good customer relationships.
• Organizational and prioritization skills, ability to work under pressure.
• Methodical, disciplined approach to work, and team collaboration skills.
• Knowledge of third-party support agreements and understanding of SLAs and OLAs.
• Experience in 1st line technical support and working towards KPIs.

Additional Information:

We are an equal opportunities employer and open to discussing adjustments to the recruitment process if needed. We value diversity as it fosters innovation and better decision-making. We support employee-led affinity groups to explore issues related to shared identities and experiences.

Click here to learn more about life at Ricoh.