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We are actively building diverse teams and welcome applications from everyone
Role: Service Desk Team Leader
Located: Northampton (Hybrid)
Package: Competitive salary, 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
* Lead and motivate the Service Desk team to ensure a high level of service is delivered to the end user environment.
* Define and document the Service Desk Rota system to ensure the required resourcing requirements are met and in place.
* Implement, document and review procedures and processes to maintain and improve the service desk function.
* Promote, champion and drive the use of ITIL best practices across the Service Desk Team to ensure the delivery of a best practice service desk function.
* Create and Develop a rolling training plan to increase first line resolution and meet set KPI’s.
* Closely work with Incident & Problem Management functions, in order to manage the Service desk against defined service level agreements and improve call resolution times.
* Establish service relationships to facilitate effective customer communication.
* Provide mentoring, management and development to the ITS function, supporting more junior analysts and helping with training and development.
* Daily management of service desk analysts to include performance, shifts, leave, appraisals and polices.
We are an equal opportunities employer
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.
Click here to learn more about life at Ricoh