Service Desk Specialist

• 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.

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.

• 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.

• 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.