Administrator, Office Operations

Ricoh Careers•San Francisco, CA

23d

About The Position

Responsible for a range of administrative and office support activities to facilitate the efficient operation of a customer's office environment. Will partner with customer's office management and the customer's Technical Support Team to resolve end user technical and office operations needs as requested by end-users. Functions as first responder to end user requests for assistance for office services and technical services. Provides support, resolution, or escalation based on customer and Ricoh provided protocols. Engages with customer's vendors in accordance with customer's established vendor agreements.

Requirements

Associates Degree or Certification in Technology or equivalent Technical degree (computer science, information systems, engineering) or equivalent experience in a related field required
Minimum of 1 year of related work experience including a demonstrated track record of success
Proficiency in MS Office Suite required
Capable of earning ITIL Certification
Excellent written and verbal communications skills
Detail oriented
Good problem solving skills
Ability to effectively train customers
Ability to integrated in the customer's environment
Ability to develop and maintain a strong customer relationships

Nice To Haves

MCTS, MCSA, or CDIA+ certification desirable

Responsibilities

Respond directly to end-user service requests for office or desktop support providing Level 1 response
Respond to end user service requests per contracted and Ricoh guidelines on a first responder basis
Escalates unresolved issues to customer's office management or technical support team
Communicates status of service request to end-user
Assists with office management activities including office moves, conference room management, vendor administration
Operates customer provided electronic scheduling systems, travel systems, audio visual systems, voice and data systems and/or reporting systems
Operates customer asset management process for office and technology assets
Interact with customer vendors for office and technical services activities
Gather data and provide reports as requested by Ricoh and Statement of Work
Maintains up to date customer service request system
Maintains up to date site procedures guide pertaining to supported activities
Responds to incoming end-user service requests (i.e. telephone, voicemail, mail, SR ticket) in a timely, professional manner
Evaluates the caller's issue and then gives assistance utilizing the appropriate support information and documentation
Assumes full ownership of support requests. Escalates and follows up as needed to ensure resolution
Participates in monthly, quarterly, and annual customer reviews
Manage performance to agreed upon Service Level Agreement
Performs other duties as assigned