ServiceNow Desk Specialist – Incident & Reporting Expert

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

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.