Service Desk Operator (1st Line IT Support) f/m

Ricoh is a global technology company that has been transforming the way people work for more than 80 years. We empower companies and individuals with services and technologies that inspire innovation, enhance sustainability and boost business growth.

THE RICOH WAY is our global corporate philosophy and it provides the framework and identity for our organization. As the world continues to globalize at an accelerated pace, having a coherent and consistent set of values across our organization provides clear guidance that underpins decision making and addressed the complex issues and challenges that our customers face.

Key responsibilities

• Provide first line logging, diagnosis and resolution of incidents and service requests that enter the service desk via phone call, email
•  Provide end to end incident and service request management to ensure customers are kept updated on the progress of their tickets
•  Provide functional escalation to internal, customer and 3rd party supplier resolver groups so that service level agreements can be met on a monthly basis
•  Classification and prioritisation of calls in-line with Incident and Service Request Management processes
• Proactively update knowledge articles so that the service desk can deliver a standarised repeatable service to customers

Our requirements

• First experience in the service desk/1st line of IT support area is a must
• A basic understanding of Service Level Agreements (SLA’s)
• Fluency in English
• Ability to work in shift model ( days&nights)
• A wide range of technical knowledge in IT (PCs/laptops, basic networking, Active Directory, Microsoft Operating systems, Microsoft Office/Exchange, Citrix, mobile devices)
• Excellent troubleshooting skills

We can offer

• Standard benefit package (Multisport, Luxmed, private life insurance, e-learning platform)
• Working in a hybrid model with modern office near Żwirki and Wigury street
• A contract of employment
• A package of training courses
• Working in international environment
• Necessary work tools