Service Desk Specialist

Ricoh USA, Inc.; Austin (TX); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical, dental, life, and disability—

401K, HSA, FSA investments

Tuition assistance

Paid vacation and holidays

Job summary

Ricoh USA, Inc. is seeking a proactive Site Coordinator to monitor and route incidents, service requests, and tasks within ServiceNow at our Austin location. You will ensure timely ticket assignment, track progress, and maintain accurate records across systems.

The role requires strong Excel skills, customer service focus, and the ability to work in a fast-paced office environment. You will collaborate with internal teams and leadership to deliver effective service and reporting.

Qualifications

• High School Diploma or GED required.
• 1+ years of administrative/operations experience.
• Experience with ticketing systems; ServiceNow preferred.
• Proficiency in Excel and data entry, reporting.
• Strong customer service and communication skills.
• Experience 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.

Skills

Customer service

Communication

Time management

Attention to detail

Independence

Problem solving

Education

High School Diploma or GED

Tools

ServiceNow

Excel

Job description

Job 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.

Site Coordinator

• 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.

Job Duties And 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.

QUALIFICATIONS (Education, Experience, and Certifications)

Typically Requires

• 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.

About Us

Come Create at Ricoh:

If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.

Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.

Invest In Yourself

At Ricoh, you can:

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.

JOB INFO

• Job Identification : 8680
• Job Category : Digital Services & Delivery
• Posting Date : 2026-10-07T15:15:17+00:00
• Degree Level : High School Graduate
• Job Schedule : Full time
• Locations : Austin, TX, United States
• Driving requirements : Non-driver
• Sign-on Bonus : Yes
• Sign-on Bonus Amount : 500.00