Customer Support Technician - 6 mth FTC Client Site with potential opp

Change your job, change your workplace, change your future...

With over 108,500 employees and offices in over 150 countries, Ricoh has built its excellent reputation by developing office automation solutions, enabling individuals and organizations to improve the quality and productivity of office communications in all corners of the world.

We are currently looking to recruit a well-motivated Customer Support Technician (6mth FTC with potential to go permanent) to deliver exceptional customer service by offering a knowledgeable and proactive service, which is aligned to Ricoh's "Eight Lines of Business and the Customers" requirements, for one of our prestigious clients. This is a field-based role, your nearest office will be Hull.

What you will be doing

• Manage the Tech Bar that will provide walk-up access for IT, AV/VC and Meeting room issues for the customer's staff, partners and visitors to ensure service levels are achieved
• Manage Incidents and Service Requests assigned to you within Service Now within agreed SLA's
• Develop and enforce request handling and escalation policies and procedures to ensure adherence to contractual SLA's
• Track and analyze trends in support requests and identify service improvements
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary to ensure SLA adherence
• Assist with project/demand work for the customer, particularly assisting with tech refresh for laptops and desktops
• Assisting the DSS team with management of incidents and service requests during busy periods

You will ideally have

• Excellent communication skills at all levels with a focus on the customer, particularly with end-users who are not always IT literate
• Excellent problem-solving skills and the ability to follow instructions to resolve customers incidents efficiently
• Ability to work under own initiative in pressured situations to deliver the highest levels of customer satisfaction
• Ability to understand user requirements relating to the customers IT infrastructure
• Good decision-making skills independently and use good judgment when others should be involved
• Good organizer, priority-driven, and able to multi-task to meet service priorities
• Methodical with attention to detail, but prepared to meet customer expectations
• End-user training / Documentation with Change Control
• ITIL Foundation

Desirable:

• Technical Knowledge
• Laptop and Desktop PC diagnosis and repair
• Laptop and Desktop imaging and build
• Desktop Printer diagnosis and repair
• Windows 7/10
• Mobile Devices - IOS, Windows, Android
• Active Directory
• Microsoft Office 360
• SharePoint
• AV/VC troubleshooting and diagnosis

In return for your commitment, you can expect

Ricoh is an exceptional place to work. A place where there is strong emphasis on career development for the right individuals. This is also a role where you can excel within a fast-paced environment and succeed within a great organisation. Are you the right candidate for this key position? If so, we welcome your application.

We are an equal opportunities employer

Ricoh have removed the disclosure of convictions box from their application process (ban the box - http://programmes/ban-box) offering equal opportunities to all. For all roles, we will judge each individual on their skills and ability before taking into account their history. However some roles are subject to sensitive and restrictive information and, if successful, you may be required to undertake pre-employment vetting checks which include but are not limited to residency check, credit reference check, financial sanctions check and a DBS Check. We are an equal opportunities employer