Service Desk Operator
4 dni temu
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Ricoh is a global technology company that has been transforming the way people work for more than 80 years. We empower companies and individuals with services and technologies that inspire innovation, enhance sustainability and boost business growth. THE RICOH WAY is our global corporate philosophy and it provides the framework and identity for our organization. As the world continues to globalize at an accelerated pace, having a coherent and consistent set of values across our organization provides clear guidance that underpins decision making and addresses the complex issues and challenges that our customers face.
We are searching for:
Service Desk Operator
The purpose of this role is 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 Warsaw.
More importantly you will be responsible for the following:
- Provide first line logging, diagnosis and resolution of incidents and service requests that enter the service desk via phone call or email to ensure a high level of customer service is delivered.
- Taking the lead in providing functional escalation to internal, customer and 3rd party supplier resolver groups so that service level agreements can be met on a monthly basis.
- Taking the lead in providing end to end incident and service request management to ensure customers are kept updated on the progress of their tickets.
- Classification and prioritization 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 offers.
- Work in conjunction with company policies, procedures and standards so that behaviors and working practices are in line with the Ricoh way.
- Maintain understanding of applicable technologies in use by Ricoh IT Services customers to contribute to a high level of first time fix rates.
- SPOC for the analysts as a SME for high level technical & process questions.
- Proactively update knowledge articles so that the service desk can deliver a standardized and repeatable service to customers.
- Engage/Take lead 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.
Any other tasks assigned by the Manager/ Team Lead that are aligned with the business needs.
What we are looking for in you:
- Awareness of ITIL Framework.
- A wide range of technical knowledge in IT; working experience & / or personal life. This would include: PCs / Laptops, Basic Networking, Active Directory, Microsoft Operating systems, Microsoft Office / Exchange, Citrix, Mobile devices.
- Ideally accreditations in IT related subjects.
- Excellent interpersonal skills.
- Methodical and disciplined approach to work.
- Excellent communication skills – Both Verbal and Written (in the language supported).
- Preferably previous experience working in a Client Facing IT environment; Service Desk.
- Advantageous to have experience using a Service Desk Management tool e.g. ServiceNow.
- A basic understanding of Service Level Agreements (SLA's).
- Preferably having experience in providing remote support services for IT.
Why you should join us:
Vision - To be the most trusted brand with irresistible appeal in the global market.
Mission - At the Ricoh Group, we are committed to providing excellence to improve the quality of living.
Values - To be one global company, we must care about people, our profession, our society, and our planet. We must dedicate our winning spirit, innovation and teamwork to sharpen our customer centric focus, and we must also commit to the highest standards of ethics & integrity.
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