Job Specifications
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We are actively building diverse teams and welcome applications from everyone
Role: IT Service Request Analyst
Located: Morley, Leeds
Package: Competitive pay, plus bonus and additional company benefits
Contract Type: Fixed Term Contract until 12th August 2025
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.
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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.
Department Duties:
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)
We receive a high volume of applications for our roles, so we encourage you to apply as soon as possible
In return for your commitment, you can expect
We’re looking for individuals with values and causes, strengths and weaknesses, passions and ideas. Bring your unique energy, and we’ll match it with opportunities to create the future.
In return for your commitment, we can offer you:
Flexible and hybrid working in line with role requirements
An inclusive workplace
Excellent package with solid basic, strong bonus and company benefits including:
A competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme
Flexible retirement plan
Wellbeing schemes to support your physical, emotional and financial health including Employee Assistance Programme, financial protection, life cover and will writing, medical protection, gym, travel and retail discounts, and more.
Company car / car allowance (role-specific), cycle to work scheme
Career development and life-long learning opportunities
Opportunity to join a global company
Life at Ricoh:
Ricoh’s Core Values
Our values encourage us to constantly improve and contribute to the wellbeing of all stakeholders, including our customers, employees and society.
For our leaders, we deliver training and mentorship to ensure our managers can positively contribute to our company culture, with inclusive behaviours that are aligned to our values.
Be part of something bigger
Our approach to sustainability touches every part of our organisation: from manufacturing to distribution, business sites to recycling, and how we support our customers.
By working with Ricoh, you choose to work for a company that cares about its impact on the planet and takes steps to reduce it each year. We have a number of global sustainability accreditations. You can read more about our work toward the UN's 17 Sustainable Development Goals here.
We are an equal opportunities employer
We are an equal opportunities employer
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.
Click here to learn more about life at Ricoh.
About the Company
Ricoh is a leading provider of integrated digital services and print and imaging solutions designed to support digital transformation of workplaces, workspaces and optimise business performance.
Headquartered in Tokyo, Ricoh’s global operation reaches customers in approximately 200 countries and regions, supported by cultivated knowledge, technologies, and organisational capabilities nurtured over its 85-year history. In the financial year ended March 2024, Ricoh Group had worldwide sales of 2,348 billion yen (approx. 15.5...
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