Desktop Support Specialist

Key Requirements

• Strong hands-on experience with ServiceNow ticket management, including ticket creation, updates, escalation, and closure
• Proven ability to manage and prioritize a high volume of tickets in a fast-paced environment
• Experience handling support requests from multiple intake channels, including:
• • Phone calls
• Walk-up / walk-by users
• ServiceNow-generated tickets
• Excellent priority and time management skills, with the ability to distinguish between urgent, high-impact issues and standard requests
• Comfortable working in a deskside support environment, providing direct, face-to-face customer service
• Ability to triage issues quickly, document accurately, and follow established support processes
• Strong customer service skills with a professional, calm, and responsive demeanor under pressure
• Experience working in environments with high ticket volume and frequent interruptions
• Familiarity with SLA-driven support models and meeting response/resolution targets

Ability to work independently while also collaborating effectively with larger IT support teams