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IT Service Desk Analyst - Leeds


Posted on Oct 19, 2021 by CV-Library

Leeds, West Yorkshire, United Kingdom
Immediate Start
£22k - £22k Annual
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Role - IT Service Desk Analyst

Contract - Permanent

Salary - £22,000 plus Bonus & large company Benefits

Located - Morley, Leeds

As a result of continued growth and innovation, Ricoh are looking to recruit an additional Service Desk Analyst to join our team on a key UK customer site. We are looking for an additional analyst, to join our team and provide a single point of contact for the Service Desk. Providing first line diagnosis, resolution and functional escalation of incidents and service requests on the client Service Desk.

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 our clients online portal to ensure a high level of customer service is delivered

Own tickets and provide functional escalation to Ricoh, the customer and 3rd party supplier resolver groups so that service level agreements can be met on a monthly basis

Provide end to end incident and service request management to ensure customers are kept updated on the progress of their tickets

Classification and prioritisation of calls in-line with Incident and Service Request Management processes to allow for trending and reporting to drive management information to improve the service Ricoh offer

Work in conjunction to company policies, procedures and standards so that behaviours and working practices are in line with the Ricoh way

Maintain understanding of applicable technologies in use by the customer to contribute to a higher level of first time fix rates

Proactively update knowledge articles so that the service desk can deliver a standardised and repeatable service to customers

Engage in "shift left" activities with technical teams to allow more incidents to be resolved at first line cutting down disruption to users and enhancing customer satisfaction
You will ideally have...

Experience of working in a client facing IT environment

Must be capable of working unsupervised to agreed timescales

Excellent interpersonal skills

Ability to develop good relationships with customers

Ability to organise and prioritise work in an effective manner

Methodical and disciplined approach to work

General knowledge of Third party support agreement(s)

A basic understanding of Service level agreements or arrangement(s)Experience of providing remote support services across standard desktop / laptop / thin client environments

Technical support skills in supporting Active Directory, Microsoft Office, Exchange, Lotus Notes, Citrix, Mobile Devices and Microsoft operation systems

Excellent troubleshooting skills


Experience of using a service management system such as ServiceNOW and/or BMC Remedy.

Awareness of ITIL framework
In return for your commitment, you can expect

If you believe you have the skills we desire and you would like to work for a dynamic organisation that places emphasis on strong career development and support, then Ricoh is the company for you.

We are an equal opportunities employer

Ricoh have removed the disclosure of convictions box from their application process (ban the 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. Further information on Employment Vetting can be accessed by contacting the Ricoh Recruitment Team

Reference: 214941969

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