Social network you want to login/join with:Technical Service Desk Advisor, Northampton

Client: RicohLocation: Northampton, United KingdomJob Category: OtherEU work permit required: YesJob Reference: e600b39484ffJob Views: 21Posted: 12.08.2025Job Description:

What you will be doingProvide first line logging, diagnosis, and resolution of incidents and service requests via phone, email, or self-service portal to ensure high customer service levels.Escalate issues functionally to internal, customer, and third-party resolver groups to meet SLAs, monitoring and updating tickets proactively, especially those close to breaching SLA.Manage incidents and service requests end-to-end, keeping customers updated, applying ITIL best practices where possible.Classify and prioritize calls according to Incident and Service Request Management processes for trending and reporting, and suggest improvements.Align with company policies, procedures, and standards to reflect the ‘Ricoh way’ (culture).Proactively escalate documentation queries.Aim to achieve KPIs, be aware of SLAs and breaches, and escalate as needed.Share knowledge with team members and keep relevant systems updated.You will ideally haveExperience in a client-facing IT environment.Experience with service management systems like ServiceNow.Awareness of ITIL framework, ideally v3 Foundation.Ability to work independently within agreed timescales.Excellent verbal and written communication skills.Strong interpersonal skills.Ability to build good relationships with customers.Effective organization and prioritization skills.Ability to work under pressure.Methodical and disciplined approach.Teamwork skills.Knowledge of third-party support agreements.Understanding of SLAs and OLAs.1st line technical support experience preferred.Experience working towards KPIs.We encourage prompt applications due to high application volume.In return, you can expectAlignment with role requirements.An excellent package including a competitive salary, bonus, and benefits such as holiday entitlement, volunteering leave, holiday purchase scheme, flexible retirement plan, health and wellness support, company car or allowance, cycle scheme, and more.

#J-18808-Ljbffr