Service Desk Specialist

Ricoh•Austin, TX

1d•Onsite

About The Position

Ricoh is seeking a Service Desk Specialist to monitor, review, prioritize, and route incidents, service requests, tasks, and work orders within ServiceNow. This role ensures tickets are assigned correctly, tracks progress to meet SLAs, and communicates with customers regarding ticket status. The specialist will also maintain documentation, generate reports, analyze ticket queues for improvement opportunities, and escalate critical issues. Coordination with internal teams, customers, and leadership is key to ensuring effective service delivery. The role also involves supporting operational processes, projects, and administrative activities, assisting in documentation creation, participating in team meetings, and maintaining positive working relationships. The company emphasizes a team-driven culture focused on passion, purpose, and delivering services, solutions, and technologies that empower business success. Ricoh is an integrated solutions provider connecting people and technology to deliver innovation for businesses worldwide, empowering digital workplaces and harnessing the power of information to unlock organizational potential. They aim to guide customers toward a better and more sustainable future.

Requirements

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.

Nice To Haves

ServiceNow preferred.
Experience working in a fast-paced office environment preferred.

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.