Service Desk Specialist

Job Summary

A company is looking for a Service Desk Specialist responsible for incident and request management processes at the Service Desk.

Key Responsibilities

• Field and manage incoming incidents and requests via phone, email, and ticketing systems
• Draft and publish knowledge base content in accordance with quality guidelines
• Monitor incident queues and escalate major incidents to appropriate team leads

Required Qualifications

• High school diploma or GED
• Two to three years of relevant IT experience
• Two-year degree or technical certifications in the Information Technology field (preferred)
• Experience with ServiceNow Application and court applications and systems (preferred)
• Basic knowledge of court practices, procedures, and terminology (preferred)