IT Customer Support Technician (Deskside Support)

at  Ricoh

• Job Reference: 1552708823-2
• Date Posted: 16 January 2025
• Recruiter: Ricoh
• Location: City, London
• Salary: On Application
• Sector: Business development, Creative & design, Installation, Print, Technology
• Job Type: Permanent

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 Ricoh s 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

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 Ricoh s 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.