Help Desk Support - Applications

Bishop & Company, Inc.; Honolulu (HI); On-site; USD 42,000 - 56,000; Full time

Job summary

Bishop & Company, Inc. in Honolulu, Hawaii is seeking a Help Desk/Customer Service Support – Applications to assist users with a business application, document and track requests, troubleshoot common problems, and coordinate with advanced support teams when escalations are needed.

The role focuses on delivering an exceptional customer experience, maintaining accurate ticket records, and contributing to knowledge resources through ongoing training and collaboration with specialists.

Qualifications

• High school diploma or equivalent required.
• Previous customer service, help desk, or technical support experience preferred.
• Strong verbal and written communication skills.

Responsibilities

• Respond to incoming user support requests via phone, email, ticketing system, and other communication channels.
• Gather information to identify issues and determine appropriate resolution paths.
• Create, update, and manage support tickets in accordance with established service standards.
• Troubleshoot common application access, login, and functionality issues.
• Escalate complex or unresolved issues to specialized technical teams as needed.
• Prioritize requests based on urgency and business impact.
• Provide status updates and resolution communication to end users.
• Maintain accurate records of customer interactions and support activities.
• Contribute feedback and suggestions to improve support processes and knowledge resources.
• Participate in ongoing training and professional development.

Skills

Customer service

Communication skills

Ticketing systems

Multi-tasking

Problem solving

Education

High school diploma or equivalent

Tools

ServiceNow

Job description

Help Desk/Customer Service Support - Applications In this role, you will assist users with application-related issues, document and track requests, troubleshoot common problems, and coordinate with advanced support teams when escalations are needed. This is not a desktop, hardware, or network support role. The focus is on supporting a specific business application and delivering an exceptional customer experience.

Key Responsibilities

• Respond to incoming user support requests via phone, email, ticketing system, and other communication channels.
• Gather information to identify issues and determine appropriate resolution paths.
• Create, update, and manage support tickets in accordance with established service standards.
• Troubleshoot common application access, login, and functionality issues.
• Escalate complex or unresolved issues to specialized technical teams as needed.
• Prioritize requests based on urgency and business impact.
• Provide status updates and resolution communication to end users.
• Maintain accurate records of customer interactions and support activities.
• Contribute feedback and suggestions to improve support processes and knowledge resources.
• Participate in ongoing training and professional development.

Qualifications

• High school diploma or equivalent required.
• Previous customer service, help desk, service desk, call center, or technical support experience preferred.
• Strong verbal and written communication skills.
• Ability to remain professional, patient, and solution-oriented when assisting customers.
• Experience working with ticketing systems such as ServiceNow or similar platforms is a plus.
• Basic troubleshooting and problem-solving skills.
• Ability to manage multiple tasks and priorities simultaneously.
• Comfortable navigating multiple systems and applications while assisting users.
• Strong attention to detail and organizational skills.

In-state applicants only.

Must be available to interview immediately.

Equal Opportunity Employer - Disability & Veteran