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Ricoh | Northampton, United Kingdom | Posted June 07, 2026
Position Overview
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 self-service portal to ensure a high level of customer service is deliveredProvide functional escalation to internal, customer and 3rd party supplier resolver groups so that service level agreements can be met on a monthly basis, monitoring and proactively update tickets / Management that are close to breaching their SLAProvide end to end incident and service request management to ensure customers are kept updated on the progress of their tickets – applying ITIL best practice where possibleClassification 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. Making recommendations / suggestions for areas of improvement.<...