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Warrington

    IT Service Service Desk Support Technician - Warrington, Cheshire, United Kingdom - Vastbouw

    Vastbouw
    Vastbouw Warrington, Cheshire, United Kingdom

    5 days ago

    Default job background
    Description
    We are actively building diverse teams and welcome applications from everyone

    Role:
    Service Desk Analyst
    Up to £24,000, plus bonus and additional benefits
    Shift Pattern: 37.5 hours per week between 7:00am-7:00pm Monday- Friday with 3 days of office based working per week

    To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools.

    Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative.

    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 Birchwood.

    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
    Experience of working in a client facing IT environment
    Experience of using a service management system such as Axios Assyst, ServiceNow, Zendesk.
    Awareness of ITIL framework
    Excellent package with solid basic, strong bonus and company benefits including:
    A competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme
    Flexible retirement plan

    Wellbeing schemes to support your physical, emotional and financial health including Employee Assistance Programme, financial protection, life cover and will writing, medical protection, gym, travel and retail discounts, and more.

    Company car / car allowance (role-specific), cycle to work scheme

    For our leaders, we deliver training and mentorship to ensure our managers can positively contribute to our company culture, with inclusive behaviours that are aligned to our values.

    Our approach to sustainability touches every part of our organisation: from manufacturing to distribution, business sites to recycling, and how we support our customers.

    No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

    Striving for inclusion and diversity isn't just the right thing to do.

    Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.

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