IT Customer Support Technician - Leicester

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Role: IT Customer Support Technician – Leicester

Location: On-Site - Leicester

Contract: Permanent

Salary: To £30,000 (DOE), plus Company Bonus, Benefits and the opportunity to work on-site at a major global organisation.

Flexibility - Happy to talk flexible, remote and hybrid working

Ricoh is a global technology business and through organic and acquisitive growth (i.e. MTI) has built a sizeable multi-vendor IT services business in the UK, counting Microsoft, Cisco, and Dell EMC as key vendors and we continue to push our ambitions of becoming a truly digital services company.

Positioned as No. 26 in the 2020 UK’s top 100 resellers by revenue, positioned by Gartner in the Magic Quadrant for Managed Workplace Services and having been added to the Microsoft Content Services Partner Program as a gold status member we are on an exciting journey and we are looking for new talent to grow with us.

Due to our continued growth and presence in the IT Services market and our expanding client base, we have a new opportunity for a proven Desktop Support professional to join us, working on-site at a prestigious global client site in Leicester.

You will work to ensure that end users are receiving the appropriate assistance for issues relating to their Corporate IT estate, Print and Meeting Room Facilities, including responsibility of managing all procedures related to identification, prioritization and resolution of Incidents, Problems, and Service Requests, in conjunction with the Service Desk. You will also contribute to escalated problem resolution by giving in-person, hands-on support to end-users.

Ricoh UK Core Values

What you will be doing...

• Manage Incidents and Service Requests assigned to you by the Service Desk or Support Teams
• Enforce request handling and escalation policies and procedures
• Track and analyse trends in support requests and generate statistical and SLA reports to support ongoing Service Improvements
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users
• Assist with monitoring incident trends and anticipate potential problems for proactive resolution
• Work with the client and Ricoh resources to manage the Desktop Lifecycle process
• Deliver support for the IT on site infrastructure, including Wi-Fi and LAN access, Voice and Video Conferencing, Meeting Room Booking Systems

You will ideally have...

• Ability to understand user requirements relating to the customers IT infrastructure
• ITIL Foundation – Desirable.
• Methodical with attention to detail, and able to communicate effectively with a good customer focus
• Technical Knowledge of Windows 7/8/10, Active Directory, Microsoft Office 365, SharePoint, Microsoft Exchange, Windows Deployment Service, Switches and wireless networks & Laptop & Desktop PC diagnosis and repair
• Excellent problem-solving skills
• Ability to work under own initiative in pressured situations to deliver the highest levels of customer satisfaction

In return for your commitment, you can expect

We are an equal opportunities employer