Service Desk Operator
WarszawaService Desk Operator
Warszawa
NR REF.: 1152976
Your new company
Ricoh is a global technology company that has been transforming the way people work for more than 80 years. We empower companies and individuals with services and technologies that inspire innovation, enhance sustainability and boost business growth.
THE RICOH WAY is our global corporate philosophy and it provides the framework and identity for our organisation. As the world continues to globalise at an accelerated pace, having a coherent and consistent set of values across our organisation provides clear guidance that underpins decision making and addressed the complex issues and challenges that our customers face.
Your new role
Service Desk Analyst 1st Line will have to provide a single point of contact for Ricoh’s IT Services Customers providing first line diagnosis, resolution and functional escalation of incidents and service requests on the RICOH Service Desk based in Warsaw.
Responsibilities:
What you'll need to succeed
What you'll get in return
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
Warszawa
NR REF.: 1152976
Your new company
Ricoh is a global technology company that has been transforming the way people work for more than 80 years. We empower companies and individuals with services and technologies that inspire innovation, enhance sustainability and boost business growth.
THE RICOH WAY is our global corporate philosophy and it provides the framework and identity for our organisation. As the world continues to globalise at an accelerated pace, having a coherent and consistent set of values across our organisation provides clear guidance that underpins decision making and addressed the complex issues and challenges that our customers face.
Your new role
Service Desk Analyst 1st Line will have to provide a single point of contact for Ricoh’s IT Services Customers providing first line diagnosis, resolution and functional escalation of incidents and service requests on the RICOH Service Desk based in Warsaw.
Responsibilities:
- Provide first line logging, diagnosis and resolution of incidents and service requests that enter the service desk via phone call, email or self-service portal to ensure a high level of customer service is delivered
- Provide functional escalation to internal, 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 Ricoh IT Services customers to contribute to a high level of first time fix rates
- Proactively make suggestions to 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
What you'll need to succeed
- Experience of providing remote support services across standard desktop / laptop / thin client environments
- Experience of working in a client facing IT environment
- Experience of using a service management system such as Axios Assyst
- Awareness of ITIL framework
- Must be capable of working unsupervised to agreed timescales
- Excellent communication skills – both verbal and written
- Excellent interpersonal skills
What you'll get in return
- Working in an international environment.
- Attractive salary.
- Attractive package of social benefits.
- Opportunities for professional development.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
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