IT Customer Support Technician (Deskside Support)

Ricoh • Full-time • Fleet Street, City and County of the City of London, United Kingdom • 1d ago

Change your job, change your workplace, change your future... We are actively building diverse teams and welcome applications from everyone Role: IT Customer Support Technician (Deskside Support) Located: Central London (On Site) Package: Competitive salary, plus bonus and large company benefits About Ricoh: 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. Find out more about Ricoh Today What you will be doing We are currently looking to recruit a well-motivated Customer Support Technician to deliver exceptional customer service by offering a knowledgeable and proactive service, which is aligned to Ricohs Eight Lines of Business and the Customers requirements, for one of our prestigious clients based in Central London.

Undertake day to day operational work (including server / desktop / laptop / patching / LAN / printer / software) in designated customer sites to meet SLA and KPI requirements, ensuring that all incidents, service requests, project work and site maintenance work are effectively supported to ensure sure that the impact and disruption on the IT services are kept to an absolute minimum & meet contractual requirements.
Ensure that excellent levels of customer service are provided to meet the customers’ requirements to maintain high customer satisfaction which will contribute to contract retention and renewal.
Ensure that all processes, policies and procedures are followed in line with contractual agreements and documentation completed accordingly to deliver an excellent level of service to the customer in line with ITIL best practice.
To comply with Ricoh and the Customers ISMS, Health & Safety & Quality requirements on customer site to protect the data, quality of work and safety and well-being of all employees.
Escalate to the Service Delivery Manager / Service Operations Manager any issues with the services Ricoh provide that will not meet the respective service/project delivery targets.
Completes any other relevant duties applicable to the scope of the role as requested to meet the requirements of the contract or if requested by the Service Delivery Manager/Service Operations Manager. NaN.
Ensure Minor Change, Incidents and any Work Package or Project work are scheduled/undertaken to ensure that all agreed timescales and service levels are met.
Maximize revenue by identifying potential business, ITS and professional service opportunities, whilst carrying out day-to-day duties. You will ideally have: Technical
Proven experience of the build and configuration of standard desktop / laptop technology
Experience of providing software support and installation services across a range of industry standard applications and operating systems
Experience of providing hardware break fix services across standard desktop / laptop environments
Experience of providing network support services across standard network environment.
- Mac Hardware
- Mac OS Big Sur/Monterey/Ventura
- Jamf – Apple Device Management
- Windows 10/11
- Active Directory/Group Policy
- Microsoft Office 365
- SharePoint/Collaboration toolsets
- Windows Deployment Service
- Knowledge of Industry leading switches and wireless networks, including Fibre.
- Laptop and Desktop PC diagnosis.
- Customer specific equipment, for example Tablets, Scanners, Servers, NAS General
ITIL - Foundation or the appropriate on the job experience
Good organizer, priority driven, and able to multi task to meet service priorities
Methodical with attention to detail, but prepared to meet customer expectations
Communicate effectively with strong customer focus
Experience of working in a client facing environment 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