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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.
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 policies.
You will ideally have
- Experience of supervising an IT services service desk in an outsourcing environment
- Experience in both technical and leadership roles in a service desk environment supporting desktop, telephony, software, networks.
- Exceptional motivational skills, with experience of motivating support teams in a very pressurised environment
- Must be capable of working unsupervised to agreed timescales
- Excellent communication skills – both verbal and written
- Excellent interpersonal skills
- Excellent people management skills
- Ability to develop good relationships with customers
- Ability to organize and prioritize work in an effective manner
- Ability to work under pressure
- Methodical and disciplined approach to work
- In depth knowledge of Service level agreements or arrangement(s)
- General knowledge of Third party support agreement(s)
In return for your commitment, we can offer you:
- Flexible and hybrid working in line with role requirements
- An inclusive workplace
- Excellent package with solid basic, strong bonus and company benefits including:
- A competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme
- Flexible retirement plan
- Wellbeing schemes to support your physical, emotional and financial health including Employee Assistance Programme, financial protection, life cover and will writing, medical protection, gym, travel and retail discounts, and more.
- Company car / car allowance (role-specific), cycle to work scheme
- Career development and life-long learning opportunities
- Opportunity to join a global company
Life at Ricoh:
Our values encourage us to constantly improve and contribute to the wellbeing of all stakeholders, including our customers, employees and society.
For our leaders, we deliver training and mentorship to ensure our managers can positively contribute to our company culture, with inclusive behaviours that are aligned to our values.
By working with Ricoh, you choose to work for a company that cares about its impact on the planet and takes steps to reduce it each year. We have a number of global sustainability accreditations.
We are an equal opportunities employer and 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.
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