Service Desk Analyst

Service Desk Analyst

About Ricoh

A global leader in digital services, recognised for innovation, sustainability and a people-first culture. We feature in the Gartner Magic Quadrant, are listed in the Global 100 Most Sustainable Companies, and have been named one of Forbes’ World’s Best Employers 2025.

At Ricoh, we believe people do their best work when they feel valued and supported. We create inclusive workplaces where you can grow, contribute, and make a positive impact while helping to build a more sustainable future.

Find your place. Transform your future

Our purpose is centred on understanding and improving how people work. By focusing on real working experiences, we support individuals to develop their skills, realise their potential and do work that feels meaningful.

People transform when they Love What They Do

This belief sits at the heart of The Ricoh Promise. It guides how we recruit, how we support our people, and how we work together every day, creating an environment where you can grow, feel valued and make a difference.

When you join us, you are encouraged to share your ideas, challenge the way things are done, and work with others to build something better. If you are looking for a place where your voice is heard, your development is supported, and your work feels meaningful, you will feel at home at Ricoh.

What you will be doing

We are looking for an analyst to provide a single point of contact for the Service Desk, providing first line diagnosis, resolution and functional escalation of incidents and service requests on the client Service Desk. The contracted hours are 37.5 per week, between 7am-7pm Monday-Friday and individual shift patterns will be discussed at interview stage.

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
• Own tickets and provide functional escalation to Ricoh, the 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 the customer to contribute to a higher level of first time fix rates
• Proactively 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
   

The Service Desk Analyst will ideally have

• Experience of working in a client facing IT environment
• Must be capable of working unsupervised to agreed timescales
• Excellent interpersonal skills
• Ability to develop good relationships with customers
• Ability to organise and prioritise work in an effective manner
• Methodical and disciplined approach to work
• General knowledge of Third party support agreement(s)A basic understanding of Service level agreements or arrangement(s)
• xperience of providing remote support services across standard desktop / laptop / thin client environments
• Technical support skills in supporting Active Directory, Microsoft Office, Exchange, Lotus Notes, Citrix, Mobile Devices and Microsoft operation systems
• Excellent troubleshooting skills

Desirable

• Experience of using a service management system such as ServiceNOW
• Awareness of ITIL framework