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Role: IT Customer Support Technician (On-site)
Located: Hull, Yorkshire
Package: Up to £25,000 per annum, plus bonus and large company benefits

Ricoh is a global technology business, where our ambition is to harness solutions to boost productivity, enable creativity and help people achieve a sense of fulfilment – all while driving innovation.

We are leading the way with an extensive portfolio of products & sophisticated end-to-end solutions that unleash teams’ potential through Digital Workplace solutions, that capture the full value of Cloud & Infrastructure, which create streamlined business processes, that detect, predict & prevent cyber-attacks and which enhance digital experience.

At Ricoh, we ensure that change is positive and that it sparks employee engagement, releases innovation, improves security and drives sustainability.

Ricoh UK Core Values

What you will be doing

The primary purpose of the role is to provide day-to-day support for PC software and hardware, including installations, moves and changes across nominated Managed Service accounts.

• 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.
• Maximize revenue by identifying potential business, ITS and professional service opportunities, whilst carrying out day-to-day duties.

You will ideally have

This is an Entry Level position, if you have attended an IT Course or a home enthusiast with desktop/laptop build experience we are keen to hear from you as training will be provided

Technical

• Proven experience of the build and configuration of standard desktop / laptop technology
• Experience of providing hardware break fix services across standard desktop / laptop environments

General

• ITIL - Foundation or the appropriate on the job experience (optional)
• Good organizer, 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 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

Working towards a sustainable future

Our approach to sustainability is to pursue a balance of People, Planet and Prosperity and we’ve incorporated a range of Environmental, Social and Governance (ESG) objectives in our overall business strategy, tackling seven priority issues including Zero-Carbon Society, Circular Economy, Open Innovation and Diversity & Inclusion. We’re also accelerating our energy-saving initiatives and use of renewable energy, as well as providing digital services for new ways of working.

We are an equal opportunities employer

Ricoh UK is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. 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.