Service Desk Specialist

Job Duties and Responsibilities

• Monitor, review, prioritize, and route incidents, service requests, tasks, and work orders within ServiceNow.
• Ensure tickets are assigned to the appropriate support teams and resources based on established processes and priorities.
• Track ticket progress and follow up with support teams to ensure timely completion and SLA compliance.
• Communicate professionally with customers regarding ticket status, updates, escalations, and resolution timelines.
• Maintain accurate documentation and records within ServiceNow and other business systems.
• Generate, update, and distribute operational reports using Microsoft Excel and other reporting tools.
• Analyze ticket queues and identify trends, backlogs, and process improvement opportunities.
• Escalate critical issues and aging tickets to leadership as required.
• Coordinate with internal teams, customers, and leadership to ensure effective service delivery.
• Support operational processes, projects, and administrative activities as assigned.
• Assist in creating and maintaining process documentation, procedures, and work instructions.
• Participate in team meetings and provide updates on ticket volumes, performance metrics, and operational concerns.
• Maintain positive working relationships with customers, team members, and leadership through professional communication.
• Perform other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)

Typically Requires:

• High School Diploma or GED required.
• 1+ years of experience in an administrative, operations, customer service, help desk, service coordination, or related role.
• Previous experience working with ticketing systems, ServiceNow preferred.
• Proficiency in Microsoft Excel, including data entry, sorting, filtering, reporting, and basic spreadsheet analysis.
• Strong customer service and communication skills.
• Experience working in a fast-paced office environment preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong organizational and time management skills.
• Ability to manage multiple priorities and competing deadlines.
• Working knowledge of ServiceNow or similar ticket management systems.
• Proficiency in Microsoft Excel and Microsoft Office applications.
• Strong attention to detail and data accuracy.
• Ability to analyze information and identify potential issues requiring escalation.
• Effective written and verbal communication skills.
• Strong customer service orientation.
• Ability to work independently with minimal supervision.
• Moderate problem-solving and decision-making skills.
• Ability to maintain confidentiality and professionalism.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Primarily office-based work environment with standard lighting, temperature, and noise levels.
• Extensive use of computers, monitors, keyboards, and telephone systems.
• Requires prolonged periods of sitting and computer work.
• Work assignments may involve managing multiple priorities and responding to time-sensitive requests.
• Ability to interpret, analyze, and communicate information accurately.
• Must be able to prepare, maintain, and distribute reports and operational documentation.
• Occasional standing, walking, bending, or carrying office materials up to 20 pounds.
• Regular use of keyboarding, data entry, and office productivity software.