> Markdown version of [/jobs/ext/4356268-service-desk-specialist](https://www.wearedevelopers.com/jobs/ext/4356268-service-desk-specialist). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Service Desk Specialist

- **Company:** Ricoh
- **Location:** Austin, TX, United States
- **Contract:** Permanent contract
- **Skills:** Microsoft Excel, Business Systems, Spreadsheets, Issue Tracking Systems, Microsoft Office, Office Suite, Tools for Reporting, Servicenow
- **Published:** October 6, 2026
- **Apply:** https://dejobs.org/x/x/DEEF346B431E428BB86D10895BF1A1CA/job/

## About the Role

* 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.

## Description

* 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.