Ricoh USA
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Server Farm

RICOH IT Service Desk

Enabling your team to focus on executing business strategy instead of day-to-day IT support.

Everyday end-user support can slow an IT team’s progress on “big picture,” strategic objectives. Increased remote and hybrid work creates even more challenges and puts greater demands on your staff. RICOH IT Service Desk becomes an extension of your team, allowing you to deliver the highest quality end-user experience and improve productivity through experience, process, and partnership with your IT team.

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Why businesses choose IT Service Desk solutions

IT teams gain experienced support and more:

  • Add the support you need, without adding headcount

  • Leverage a diverse skillset only achievable with multiple hires

  • Accelerate completion of strategic objectives

Service Desk features include:

  • Scalable, flexible, customizable service offering

  • Clear Service Level Agreements (SLAs) and Objectives (SLOs) defining expectations

  • Tier I, Tier II, and multi-language support

  • Performance reporting for continuous improvement and customer satisfaction

  • Global support options

An approach aimed at problem elimination

Working standing

Problem resolution should include a process that creates proactive strategies to eliminate the problem from recurring. Our approach features what we call a “Shift Left Strategy” where you build on benefits like costs savings and an improved end-user experience to problem elimination and a higher value of IT support to your overall business operations.

Clear deliverables for predictable outcomes

Note taking Laptop

As an IT service provider for more than two decades, we understand the need for clear expectations and deliverables. With every engagement, you can expect:

  • Flexibility and coverage: we will work with you to determine the best service offering to achieve your desired results, with an understanding that adjustments can be made as needed to match growth.

  • ITIL methodology: you can be confident in the process with enhanced incident management, escalation tracking, and root cause analysis.

  • Channel choices: end-users can engage via phone, email, and/or chat. A self-help portal and knowledgebase are also available.

  • Professional service transition: we use a robust framework for seamless onboarding that includes company culture awareness, data/asset collection, knowledge transfer and a clear communication and escalation process.

Reporting that delivers visibility and insight

Reviewing Charts

You can expect regular performance reporting using transparent, balanced and agreed upon metrics. Each report presents data in a way that makes it actionable for continuous service improvement and assures accountability.

Ultimately, our goal aims to provide the highest quality service that solves problems the first time, aims to eliminate future recurrences, and does so with the fastest possible response and resolution time.

Can the RICOH IT Service Desk help your enterprise? Speak with a representative to explore your options, review SLAs, and see how we can free your IT team to focus on strategic initiatives while delivering your end-users an exceptional service experience.

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