Workplace Services Specialist

Focus Partners Wealth•St. Louis, MO

3d•Onsite

About The Position

We are seeking a detail‑oriented and customer‑focused Workplace Services Specialist to support service desk operations in our St. Louis location. In addition to managing day‑to‑day service desk requests, this analyst-type role will support special administrative projects and play a key role in documenting and improving operational processes. The ideal candidate is highly organized, administratively driven, and has experience creating, maintaining, and improving process documentation. This role is well‑suited for someone who enjoys bringing structure to operations, managing multiple priorities, and supporting continuous improvement initiatives.

Requirements

Associate’s or Bachelor’s degree in Business, Information Systems, Operations, or a related field (or equivalent experience)
1–3 years of experience in a service desk, operations, or administrative support role
Experience working with ticketing or service management systems (e.g., ServiceNow, Jira, Zendesk, or similar)
Demonstrated experience with process documentation, SOP creation, or workflow mapping
Strong administrative, organizational, and documentation skills
Excellent written and verbal communication skills
Ability to manage multiple requests and projects in a fast‑paced environment

Nice To Haves

Experience supporting Workplace Services, Facilities, and/or Operations teams
Familiarity with service desk metrics, SLAs, and reporting
Experience contributing to knowledge bases or internal documentation repositories
Proficiency in Microsoft Office (Excel, Outlook, Teams)

Responsibilities

Monitor, triage, and manage incoming service desk requests through ServiceNow
Provide first‑level support and coordinate resolution of service requests and incidents
Ensure requests are prioritized appropriately and resolved within established SLAs
Escalate issues when necessary and follow through to completion
Deliver a consistent, professional, and customer‑focused support experience
Support and participate in special projects related to service delivery, operations, and administrative initiatives
Assist with data collection, reporting, and tracking for ongoing and ad hoc projects
Support administrative coordination, scheduling, and cross‑functional communication
Help identify inefficiencies and recommend improvements to service desk and administrative workflows
Document service desk and administrative processes, workflows, and standard operating procedures (SOPs)
Create and maintain clear, accurate, and user‑friendly documentation and knowledge base content
Ensure documentation is kept current and aligned with operational changes
Identify recurring issues and support process improvement efforts through documentation and process updates
Track service desk metrics such as ticket volume, resolution time, and SLA performance
Support preparation of reports and summaries for leadership and stakeholders
Use operational data to identify trends and opportunities for improvement