Job Description

Change your job, change your workplace, change your future...

We are actively building diverse teams and welcome applications from everyone

Role: IT Service Request Analyst

Located: Morley, Leeds

Package: Competitive pay, plus bonus and additional company benefits

Contract Type: Fixed Term Contract until 12th August 2025

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

This role will report to the IT Service Requests Manager and will be responsible for providing excellent support to our internal colleagues for Service Requests via phone, e-mail and face to face interactions. You will be working in a fast paced, high volume and sometimes challenging environment within a fun team.

Department Duties:

* Serve as primary contact for customer queries/requests delivering excellent customer service.

* Initial assessment, approval and resolution of incidents and service requests

* Take ownership and responsibility of any requests from start through to a successful resolution or escalation to another support team.

* Maintain and consistently demonstrate a good working knowledge of company processes, practices and procedures.

* Manage time effectively and meet agreed deadlines/SLA’s

* Assist the team to achieve all function/team and company KPI’s.

You will ideally have

* Sound Knowledge of Microsoft Office (Word, Excel, Powerpoint)

* Good telephone manner

* Excellent customer handling skills

* Previous customer service experience (1 year+)

* Excellent interpersonal skills, with a focus on listening and questioning

* Problem solving skills

* Good written communication skills

* Excellent teamwork and ability to work well with others across all levels

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.

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