Incident Coordinator
Service Desk- 1st line Incident Operator (4‐Month FTC)
Location: Reading (5 days in office)
Contract Type: Fixed Term Contract – 4 months
Are you great with customers, confident on the phone, and skilled at solving technical problems? We’re looking for a Service Desk Incident Operator to join our ICT team on a 4‐month fixed‐term contract.
In this role, you’ll be the first point of contact for a wide range of technical queries, providing essential support to internal and external users, diagnosing issues, and ensuring incidents are logged and resolved efficiently.
What You’ll Be Doing
- Handling first-line technical queries across hardware and software solutions.
- Acting as a single point of contact for Key Accounts, including handling escalations.
- Providing support and troubleshooting over the phone.
- Monitoring and responding to the Incident Management inbox.
- Escalating unresolved issues to second-line support teams.
- Logging and managing incident tickets within the service management system.
- Requesting spare parts or field service support when required.
- Monitoring SLAs, chasing overdue tickets, and escalating where appropriate.
- Processing toner orders using available monitoring tools.
- Highlighting and reporting opportunities for service improvement.
- Carrying out any additional tasks as directed.
What You’ll Bring
- Excellent phone manner and strong listening skills.
- Confident troubleshooting approach.
- Good organisational skills and ability to multitask.
- Strong customer focus and a collaborative mindset.
Why join us?
- Salary
- 25 days holiday
- The ability to Buy and Sell holiday
- A Volunteer Day
- Life Assurance (4 x base salary)
- Pension Scheme
- Employee Assistance Programme
- Coaching and Mentoring
- EyeCare - Access to money off for glasses and sight test
- Flu Jab
- Eligibility for Costco Membership
Values:
The values that underpin the Kyocera Group are the 5 C’s- Communication, Courage, Commitment, Cooperation and Consciousness. It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.
Equality and Diversity Statement: Kyocera is dedicated to creating a workplace where diversity is celebrated and everyone is treated with fairness, dignity, and respect. We welcome applicants from all backgrounds and are committed to providing reasonable adjustments during the recruitment process to ensure an inclusive experience for all.
Recruitment Agencies: Kyocera operates a Preferred Supplier List (PSL) of selected recruitment agencies and does not accept unsolicited CVs from agencies not on this list. Please refrain from submitting candidate details in response to this advert or to any Kyocera employees, as we are not responsible for any fees related to unsolicited CV submissions.