Service Desk Specialist

Job Description

JOB DETAILS

REQUIREMENTS

• US Citizen; Able to obtain public trust clearance
• Experience working in a Service Desk or ITSM support role.
• Familiarity with ServiceNow ITSM or a comparable ITSM platform.
• Basic understanding of ITSM processes (e.g., Incident, Request, Change).
• Ability to follow established procedures and work within approved change and approval processes.
• Strong written communication skills and attention to detail.
• Experience using Microsoft Excel and Microsoft 365 tools.
• ITIL Foundation certification or coursework.

Preferred

• ServiceNow Certified System Administrator (CSA) – entry level or in progress.
• Experience supporting Service Desk operations in a federal or regulated environment

RESPONSIBILITIES

• Drive the quality and integrity of IT service delivery through strategic analysis, reporting, and proactive process improvement across Service Desk operations
• Monitor customer satisfaction survey results for compliance with PRS standards, conduct deep dives into low-scoring feedback, identify root causes, and implement corrective actions
• Apply After Action Report (AAR) policies to address performance infractions and ensure continuous service improvement
• Lead quality assurance efforts for Service Desk Tier 0 and Tier 1 operations, including developing ticket quality standards and training staff on documentation best practices
• Proactively monitor Service Desk queues for critical incidents and ensure accurate, complete documentation aligned with Knowledge Base Articles (KBAs)
• Provide oversight and quality review support for Tier 2 operations, ensuring incident management and problem records are properly related and documented
• Perform proactive monitoring of Automated Call Distribution (ACD), incident activity, and service queues to identify systemic issues impacting service delivery
• Integrate call and performance data into wallboards to provide real-time visibility into Service Desk volumes and operational performance
• Ensure effective coordination and hand-offs during major incidents, including adherence to escalation procedures, communication timelines, and status update requirements
• Conduct ongoing reviews of the knowledge base to ensure articles remain current, relevant, and meet quality assurance standards
• Lead investigations, diagnosis, and documentation of recurring problems; maintain known error knowledge bases and deliver trend analysis for process improvement
• Promote effective two-way communication to prevent future outages and ensure Service Requests (SRs) are properly documented
• Collaborate across teams with strong analytical skills and attention to detail to support continuous service improvement initiatives.

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