Customer Support Technician

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We are actively building diverse teams and welcome applications from everyone
Role: Customer Support Technician
Located: Hull
Package: Competitive Salary, 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 fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.
Find out more about Ricoh Today
What you will be doing
* Undertake day to day operational work (including server / desktop / laptop / patching / LAN / printer / software) in designated customer sites to meet SLA and KPI requirements, ensuring that all incidents, service requests, project work and site maintenance work are effectively supported to ensure that the impact and disruption on the IT services are kept to an absolute minimum & meet contractual requirements.
* Ensure that excellent levels of customer service are provided to meet the customers’ requirements to maintain high customer satisfaction which will contribute to contract retention and renewal.
* Ensure that all processes, policies and procedures are followed in line with contractual agreements and documentation completed accordingly to deliver an excellent level of service to the customer in line with ITIL best practice.
* To comply with Ricoh and the Customers ISMS, Health & Safety & Quality requirements on customer site to protect the data, quality of work and safety and well-being of all employees.
* Escalate to the Service Delivery Manager / Service Operations Manager any issues with the services Ricoh provide that will not meet the respective service/project delivery targets.
* Completes any other relevant duties applicable to the scope of the role as requested to meet the requirements of the contract or if requested by the Service Delivery Manager/Service Operations Manager.
* Ensure Minor Change, Incidents and any Work Package or Project work are scheduled/undertaken to ensure that all agreed timescales and service levels are met.
* Maximise revenue by identifying potential business, ITS and professional service opportunities, whilst carrying out day-to-day duties.
We are an equal opportunities employer
You will ideally have
Technical
* Proven experience of the build and configuration of standard desktop / laptop technology
* Experience of providing software support and installation services across a range of industry standard applications and operating systems
* Experience of providing hardware break fix services across standard desktop / laptop environments
* Experience of providing network support services across standard network environments
General
* ITIL - Foundation or the appropriate on the job experience
* Good organiser, priority driven, and able to multi-task to meet service priorities
* Methodical with attention to detail, but prepared to meet customer expectations
* Communicate effectively with strong customer focus
* Experience of working in a client facing environment
We are open to discussing adjustments to the recruitment process if needed. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.
Striving for inclusion and diversity isn’t just the right thing to do. Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.
To empower you to bring your full identity to work, we have employee-led affinity groups in LGBTQ+, gender and ethnicity that allow members to explore issues and challenges surrounding shared identities, experiences and beliefs.
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