WORKPLACE EXPERIENCE
Global Service Desk
Seamless IT support for uninterrupted business operations
Overview
24/7 IT support for smooth business operations
Ricoh’s Global Service Desk is your 24/7 multilingual IT support partner, ensuring seamless business operations worldwide. We provide fast, AI-driven incident resolution, service requests and remote troubleshooting to minimise downtime and boost productivity. By leveraging ITIL best practices, automation and advanced analytics, we enhance IT service management, optimising efficiency and user experience. Whether tackling complex IT challenges or streamlining support, Ricoh helps businesses stay agile and focused on growth.
Features
Key features of Ricoh’s Global Service Desk
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Service request
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Remote assistance
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AI Chatbot
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Automated Password Reset
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Service catalogues
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Request fulfilment
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Software library
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End-user support
Service request
Centralise IT requests and provide escalation and notification processes for equipment relocation and technical reconfiguration, as well as training for new applications and staff induction, procurement and IMACD (Installation, Move, Add, Change, and Disposal).
Remote assistance
Minimise expensive on-site visits by utilising secure, non-invasive web and LAN-based remote diagnostics for efficient troubleshooting, issue resolution and proactive system maintenance.
AI Chatbot
Streamline your ticket logging process with our AI-powered Service Desk Chatbot. Enhance automation, while offering users an additional convenient communication channel for support and issue resolution.
Automated Password Reset
Accelerate issue resolution with the Automated Password Reset solution. Users can resolve password-related tickets independently, efficiently transitioning requests from the service desk to self-service.
Service catalogues
Maintain consistency across all locations by utilising service catalogues that define and standardise products and services, ensuring uniform delivery, streamlined processes and improved efficiency in IT support and service management.
Request fulfilment
Respond quickly to requests via the contact hub for new IT equipment, access to networks or shared resources and additional software functionality.
Software library
Automate application download and install processes to reduce wait times and improve user experience. Reduce the number of service request tickets to service desk, moving them to self-service.
End-user support
Access comprehensive guidance for end-users to effectively utilise products, troubleshoot IT-related issues, address functionality requirements, manage password resets and ensure a seamless technology experience through expert support and assistance.
Why Ricoh?
- Ricoh is a global partner for Service Desk, providing a consistent, high-quality service, human expertise and efficiency both locally and from our centralised Digital Operations Centre (DOC) in Warsaw, Poland
- We provide customers with the flexibility in downscaling and upscaling services without impacting quality
- Our governance and reporting works across the same layers. At the bottom we monitor classic SLA metrics and we align at executive-level on business needs, verifying additions or reprioritisation when required
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Get in touch with one of our consultants and find out how we can help your business.
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