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Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. 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. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.
What you will be doing
The purpose of the Technical Support Analyst / Creative Media Department (CMD) Engineer is to deliver high quality end user support with a friendly, personable outstanding customer service-oriented personality.
You will have a passion for customer service and supporting a team creating creative content for a FTSE 100 company.
- Provide end user support for circa 150 users
- Implement, document and review procedures and processes to maintain and improve the CMD support function.
- Attend CMD Team briefings including incident, problem and change meetings.
- Maintaining key account credentials.
- Develop effective working relationships with client, service delivery, and project delivery
- Liaise with 3rd party personnel and internal teams regarding incidents and where the business is ‘on-boarding’ new software/hardware/systems.
- Assist in resolving technical end user support escalations from the Service Desk within agreed SLA’s
- Work closely with the technical assurance teams to ensure key technical information and assistance is passed down successfully to the Service Desk to achieve increased first time/line fixes in a controlled manner
- Create technical knowledgebase articles for use by the 1st line Service desk Team
- Classification and prioritisation of calls in-line with Incident Management processes
- Escalation of calls within Incident Management guidelines, providing status feedback to customers and team/management at regular intervals
- Ensure new customers are fully supported during the transition process that are primarily supported directly in to the SOC for End-User Support incidents that are not of an infrastructure nature
- Provide continuation of service and legacy knowledge to support the service operations organisation structure
- Provide key support to “shift left” activities from the customer IT resolver groups to increase customer satisfaction and quicker to time to resolve targets
You will ideally have
- Good all round knowledge of hardware, including Macs, Windows PCs, servers, high end monitors, Wacom (drawing tablets), and IT Infrastructure environments
- Knowledge of MDM software including JAMF, InTune, Airwatch and SCCM
- Experience with remote desktop software like RDM, TeamViewer, and Parsec
- Knowledge of iOS
- Ability to adapt to new hardware and software requirements, working with the Team to identify equipment and software suitability for the proposed task
- Ability to troubleshoot new problems that arise without formal guidance
- Must be capable of working unsupervised to agreed timescales
- Excellent communication skills – both verbal and written
- Excellent interpersonal skills
- Excellent people management skills
- Ability to develop good relationships with customers
- Good analytical skills and an ability to define the precise nature of customer requirements, this will include meetings with various levels of management seniority
In return for your commitment you can expect
We’re looking for individuals with values and causes, strengths and weaknesses, passions and ideas. Bring your unique energy, and we’ll match it with opportunities to create the future.
In return for your commitment, we can offer you:
- Flexible and hybrid working in line with role requirements
- An inclusive workplace
- 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
- Career development and life-long learning opportunities
- Opportunity to join a global company
We are an equal opportunities employer
We are open to discussing adjustments to the recruitment process if needed. 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.
To empower you to bring your full identity to work, we have employee-led affinity groups in LGBTQ+, gender and ethnicity that allow members to explore issues and challenges surrounding shared identities, experiences and beliefs.
