service desk specialist

Ericsson

<div><div><div><div><h2 class="jobSectionHeader"><b>Grow with us</b></h2>
</div><div><p><b>
About this opportunity:</b></p><p>
At Ericsson, the Service Desk serves as the central hub of Automation Operations and acts as the single point of contact (SPOC) between Service Delivery teams and all other business functions. As an Automation Engineer, you will be responsible for automating tasks identified and outlined within the customer's managed services delivery scope, following approved requirements and high-level design (HLD) documentation. This pivotal role ensures that delivered automations function properly, meet overall operational requirements, and align with customer expectations.</p><p>
This oppurtunity is open exclusively to Saudi nationals in line with our Saudization initiatives.</p><p><b>
What you will do:</b></p><ul><li>
Act as the primary point of contact for all Automation Operations activities and serve as the central coordination point between Service Delivery teams and business stakeholders.</li><li>
Manage operational communications and notifications related to incidents, service requests, and changes.</li><li>
Coordinate and manage incidents throughout their full lifecycle, including providing dedicated support during major and critical service-impacting events.</li><li>
Track, monitor, and report on incidents to ensure timely resolution, appropriate escalation, and clear stakeholder communication at every stage.</li><li>
Support request fulfillment activities in accordance with established processes, including logging, categorizing, monitoring, tracking, and ensuring timely closure and documentation of all service requests.</li><li>
Support change management processes and governance, monitor change activities, ensure compliance with approved procedures, and manage access requests and change-related communications.</li><li>
Act as the primary interface for Managed Services customers and their care organizations, and coordinate communications with partners, alliances, and third-party providers.</li><li>
Support regulatory requests and compliance-related activities, and serve as the single point of contact for escalated VIP customer complaints when required.</li></ul><p><b>
You will bring:</b></p><ul><li>
BSc in Telecommunications, Computer Science, or equivalent.</li><li>
0-2 years of experience in telecom operations, Managed Services, Service Desk, NOC/SNOC, or operational support environments.</li><li>
Previous supervisory or team coordination experience is considered an advantage.</li><li>
Strong understanding of telecom operations, Managed Services, and Service Desk processes.</li><li>
Solid knowledge of Incident Management, Problem Management, Request Fulfillment, and operational escalation processes.</li><li>
Experience with ticketing systems, operational support systems, and work order management tools.</li><li>
Understanding of telecom network environments, field operations, and service delivery processes.</li><li>
Good understanding of SLA management, KPI reporting, customer experience monitoring, and operational governance.</li><li>
Ability to coordinate effectively across multiple operational teams in fast-paced environments.</li><li>
Strong leadership, coordination, and stakeholder management skills.</li><li>
Excellent communication and customer-facing capabilities.</li><li>
Strong analytical, troubleshooting, and problem-solving skills.</li><li>
Ability to work effectively under pressure and manage critical operational situations.</li><li>
Proactive, organized, and results-oriented mindset.</li><li>
Strong collaboration and teamwork capabilities, with a willingness to coach and support colleagues.</li><li>
Flexible and adaptable to changing operational demands.</li></ul></div></div></div><p><b>
Why join Ericsson?</b>At Ericsson, you&acute;ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what&acute;s possible. To build solutions never seen before to some of the world&rsquo;s toughest problems. You&acute;ll be challenged, but you won&rsquo;t be alone. You&acute;ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.<br>
<br>
<b>What happens once you apply?</b>Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.</p><p></p><p><b><br>
Primary country and city:</b> Saudi Arabia (SA) ||
</p><p><b>Req ID:</b> 785978</p></div><p></p>

Service Desk Specialist

TEEMA

<div><p><b>Job Summary</b></p><p>
ACE Account Service Desk Specialist</p><p>
TEEMA</p><p>
Full-time</p><p>
Hybrid | Orlando, FL, United States</p><p><b>
ACE Account Service Desk Specialist II (Tier 2 Support)</b><br>
<i>Primarily Remote | Ashburn, VA / Orlando, FL / San Antonio, TX</i><br>
<i>24/7 Rotating Shift Environment</i></p><p>
Join a mission-driven technical support team supporting the <b>Automated Commercial Environment (ACE)</b> &mdash; the U.S. government&rsquo;s primary trade processing platform used to manage imports, exports, cargo processing, trade compliance, and enforcement activities.</p><p>
In this Tier 2 support role, you will provide advanced assistance to a large user community that includes government agencies, trade partners, importers, exporters, and customs personnel. You&rsquo;ll troubleshoot technical and operational issues related to the ACE platform, respond to calls and email inquiries, and help users navigate portal functionality, reporting tools, and account-related processes.</p><p>
Key responsibilities include supporting user enrollment, account activation, access management, and portal administration for both government and trade users. You&rsquo;ll also assist with documentation updates, knowledge management contributions, urgent incident response, and ongoing platform training to maintain technical proficiency.</p><p>
This role is ideal for candidates who enjoy solving problems, delivering exceptional customer service, and supporting complex, high-visibility systems in a fast-paced operational environment.</p><p><b>
Qualifications:</b></p><ul><li><p>
2+ years of IT help desk, technical support, or customer support experience</p></li><li><p>
Experience supporting web portals, business applications, or account management processes</p></li><li><p>
Strong troubleshooting, communication, documentation, and customer service skills</p></li><li><p>
Bilingual English/Spanish fluency required</p></li><li><p>
Ability to work rotating schedules, including evenings, weekends, and holidays</p></li><li><p>
U.S. Citizenship required; ability to pass a federal background investigation</p></li></ul><p><b>
Preferred:</b></p><ul><li><p>
Experience with ACE (Automated Commercial Environment) or trade compliance systems</p></li><li><p>
Familiarity with import/export processes, customs operations, or government programs</p></li><li><p>
ServiceNow or ITSM platform experience</p></li><li><p>
Prior federal, DHS, or regulatory environment experience</p></li><li><p>
HDI or related support certifications</p></li></ul><p>
This is a strong opportunity for technical professionals seeking impactful work supporting critical trade and customs operations nationwide.</p>
#Workwolf</div>

ACE Account Service Desk Specialist TIER 2

Capgemini

<div><div><div><div><div><div><div><h2 class="jobSectionHeader"><b>About Capgemini</b></h2>
</div><div><p>Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of &euro;22.1 billion.</p>
</div></div><div><div><h2 class="jobSectionHeader"><b>Role Description:</b></h2>
</div><div><p>We're looking for a passionate and experienced UX Service Desk Specialist (UX SD) to join our vibrant team! As the UX Service Desk Specialist, you will be responsible for understanding and enhancing end-user experience across Service Desk and digital support channels by identifying pain points, analyzing user behavior, and translating qualitative and quantitative insights into actionable experience improvement initiatives.</p>
</div></div><div><div><h2 class="jobSectionHeader"><b>Key Responsibilities:</b></h2>
</div><div><ul><li>Conduct UX and employee experience research across Service Desk and digital support channels.
</li><li>Analyze user journeys, touchpoints, and interactions across Service Desk processes.
</li><li>Perform qualitative and quantitative research, including interviews, surveys, focus groups, and usability testing.
</li><li>Create and maintain user personas representing different Service Desk user groups.
</li><li>Collaborate with Data Analysts, DEM Tool SMEs, and Experience Managers to triangulate insights.
</li><li>Translate research findings into actionable recommendations to improve Service Desk experience.
</li><li>Support root cause analysis for experience-related issues identified through XMO analytics.
</li><li>Document findings and maintain insights in the Experience Management Tracker.</li></ul>
</div></div><div><div><h2 class="jobSectionHeader"><b>Qualifications:</b></h2>
</div><div><ul><li>Bachelor&rsquo;s degree in Human-Computer Interaction, Information Systems, Psychology, Business, or a related field (preferred).
</li><li>Minimum 3&ndash;5 years of experience in UX Research, Employee Experience, Service Design, or a related field.
</li><li>Proven experience working in IT Service Desk or digital support environments.
</li><li>In-depth understanding of UX research methods and service design in operational contexts.
</li><li>Excellent communication, interpersonal, and problem-solving skills.
</li><li>Fluency in written and spoken English.
</li><li>Strong analytical, synthesis, and reporting skills.
</li><li>Proficiency in UX research and analytics tools, including survey platforms, visualization tools, and DEM solutions.</li></ul></div></div></div></div></div></div></div>

UX ServiceDesk XMO (English Speaking)

Steampunk

<div>Overview:
<div>
We are looking for a <b>Service Desk Functional Analyst</b><b> </b>to help with the configuration, optimization, and continuous improvement of our service desk. This role is key to ensuring that our technology infrastructure and business processes are aligned and operating at peak efficiency.</div><div></div><div><br>
The ideal candidate will meet with customer to design and optimize service desk workflows, configure Service Requests in our service catalog, and identify opportunities for automation that improve efficiency and user experience.</div>
Contributions:
<ul><li><b>Business Process Improvement- </b>Collaborate with key stakeholders across departments to understand business requirements and translate them into service desk workflows and process enhancements.</li><li><b>
Service Desk Administration &amp; Configuration- </b>Configure and maintain service catalog requests and workflows.</li><li><ul><li>
Design and implement automated IT processes, notifications, approvals, etc. to streamline service delivery</li><li>
Analyze service desk metrics (ticket volume, resolution time, SLA compliance) to identify areas for workflow enhancement</li><li>
Gather feedback from service desk agents and end-users to continuously refine workflows and identify new automation opportunities
</li></ul></li><li><b>Integration &amp; Automation-</b> Identify opportunities to bring business processes into the service desk platform, creating standardized workflows that improve productivity, tracking, and reporting. Integrate the service desk with other departments to automate repetitive tasks and enable seamless cross-departmental workflows.</li><li><b>
User Support &amp; Training- </b>Create and maintain knowledge base articles, user guides, and standard operating procedures for service desk processes.</li><li><ul><li>
Provide end-user support, troubleshooting, and training for service catalog requests, ensuring staff can efficiently submit requests and understand available services.</li></ul></li></ul>
Qualifications:
<div><b>
Required Qualifications:</b></div><br>
<div></div><ul><li>
Experience working in or supporting a service desk environment with understanding of service desk operations and workflows</li><li>
Experience designing service desk workflows, optimizing processes, and implementing automation</li><li>
Excellent problem-solving skills and attention to detail</li><li>
Experience collaborating with corporate teams for designing service desk workflows, optimizing processes, and implementing automation</li><li>
Experience in Design Intelligence.</li><li>
Ability to communicate complex technical concepts to non-technical stakeholders and translate business requirements into automated workflows</li><li>
Hands-on experience configuring service desk platforms and service catalogs (Fresh Service strongly preferred; ServiceNow, Remedy, or similar platforms also applicable)</li><li>
Bachelor's Degree or 4 years of relevant experience</li><li>
Must be local to DC Metro area, requires 3-4 days/week in Tysons Office</li></ul><div><b>
Preferred Skills:</b></div><br>
<div></div><ul><li>
Strong project management skills with experience leading cross-functional process improvement initiatives</li><li>
Experience with APIs and integrating service desk platforms with HR, IT, and business systems</li><li>
Background in service desk operations, workflow automation, or IT service management</li><li>
Familiarity with HR and IT processes (onboarding, offboarding, access provisioning)</li><li>
Experience as a System Administrator, IT Specialist, Business Process Improvement Specialist or other related IT position.</li></ul>
About <b>steampunk</b>:
<div>
Steampunk relies on several factors to determine salary, including but not limited to geographic location, contractual requirements, education, knowledge, skills, competencies, and experience. The projected compensation range for this position is $60,000 to $90,000.00. The estimate displayed represents a typical annual salary range for this position. Annual salary is just one aspect of Steampunk&rsquo;s total compensation package for employees. Learn more about additional Steampunk benefits here.</div><div></div><div><b><br>
Identity Statement</b></div><div>
As part of the application process, you are expected to be on camera during interviews and assessments. We reserve the right to take your picture to verify your identity and prevent fraud.</div><div></div><div><br>
Steampunk is a <b>Change Agent</b> in the Federal contracting industry, bringing new thinking to clients in the Homeland, Federal Civilian, Health and DoD sectors. Through our <b>Human-Centered delivery methodology</b>, we are fundamentally changing the expectations our Federal clients have for true shared accountability in solving their toughest mission challenges. As an <b>employee owned company</b>, we focus on investing in our employees to enable them to do the greatest work of their careers &ndash; and rewarding them for outstanding contributions to our growth. If you want to learn more about our story, visit http://www.steampunk.com.</div><div></div><div><i><br>
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Steampunk participates in the E-Verify program.</i></div></div>

Service Desk Functional Analyst

Morris Hospital

<div><ul><li><div><b>DESCRIPTION OF POSITION</b></div>
<ul><li><div><div>The Service Desk Technician is responsible for all types of computer hardware including but not limited to workstations, terminals, printers, modems, phones, and the replacement and repair of same. This position is also responsible for a variety of applications that reside on desktop IT devices. This position will be manning the service desk phones in IT and will be the 1st level of support for all IT related questions, request, and issues.</div>
</div></li></ul></li><li><div><b>QUALIFICATIONS</b></div><br>
<p></p><ul><li><div><div><b>Professional/Educational</b></div>
<ul><li><div>High School diploma or equivalent required.</div>
</li><li><div>College graduate preferred with a major in Computer Sciences, Math, or related technical field.</div>
</li><li><div>One to three years experience in a computer related field.</div>
</li><li><div>At least one of the following CompTIA A+, ACSP, or Microsoft Specialist certifications a plus.</div><br>
</li></ul></div></li></ul></li></ul><p></p><p>Actual pay will be determined by qualifications, experience, and internal equity.</p>
<p>Morris Hospital &amp; Healthcare Centers offers a <b>comprehensive benefit package</b> including:</p>
<ul><li>Medical, dental, vision plans
</li><li>Paid time off</li>
<li>Retirement plan, including immediate 100% vesting</li>
<li>Life insurance</li>
<li>Disability coverage</li>
<li>Nurse residency program</li>
<li>Wellness program
</li><li>Health club / gym membership reimbursement</li>
<li>Reward &amp; Recognition programs</li>
<li>Tuition Reimbursement</li>
<li>Employee Assistance Program</li></ul><br>
<p>
</p><p>Morris Hospital Employee Benefits</p><br>
Location: Morris Hospital &middot; MH INFORM TECH SRVS<br>
Schedule: FT, Days, Monday-Friday 8am - 4:30pm</div>

SERVICE DESK TECHNICIAN

<div><p>Help Desk Specialist II</p><p>
Task 3: TSD Advanced Support (Tier II)</p><p>
Ashburn, VA / Orlando, FL / San Antonio, TX - Primarily remote, within commuting distance</p><p>
Rotating shifts, 24x7x365 coverage required</p><p>
BILINGUAL PREFERRED</p><p><b>
Help Desk Specialist II (Tier 2 Advanced Support) &ndash; Remote Flexibility | 24/7 Operations</b></p><p>
Take your IT support expertise to the next level in a dynamic, mission-driven environment supporting critical technical operations. This Tier 2 role is ideal for experienced support professionals who excel at advanced troubleshooting, problem resolution, and delivering exceptional user support in a fast-paced 24/7/365 setting.</p><p>
As a Help Desk Specialist II, you&rsquo;ll provide second-level technical support for escalated incidents and service requests received through ticketing systems and live transfers. You&rsquo;ll troubleshoot complex technical issues involving Windows environments, Active Directory, Microsoft 365, Outlook, VPN connectivity, remote access tools, authentication methods, and mobile device management platforms.</p><p>
Responsibilities include diagnosing and resolving hardware, software, remote access, and account-related issues; supporting desktops, laptops, tablets, printers, and peripherals; performing remote software installations; documenting and managing tickets; and escalating issues to specialized teams or vendors when needed.</p><p><b>
What You Bring:</b></p><ul><li><p>
High school diploma or equivalent (Associate degree in IT preferred)</p></li><li><p>
2+ years of IT help desk or technical support experience with Tier 2 troubleshooting responsibilities</p></li><li><p>
Strong knowledge of Windows, Active Directory, Microsoft Office 365, Outlook, and mobile device management tools</p></li><li><p>
Experience supporting VPN technologies, remote access environments, and secure authentication methods</p></li><li><p>
Ability to work rotating shifts, including nights, weekends, and holidays</p></li><li><p>
U.S. Citizenship and ability to pass a background investigation</p></li></ul><p><b>
Preferred Qualifications:</b></p><ul><li><p>
CompTIA A+, Network+, Security+, HDI, ITIL, or similar certifications</p></li><li><p>
Experience with ServiceNow or enterprise ITSM platforms</p></li><li><p>
Hands-on knowledge of AirWatch/Workspace ONE, VPN solutions, and remote workforce technologies</p></li><li><p>
Prior experience supporting federal, government, or highly regulated environments</p></li></ul><p>
If you enjoy solving complex technical challenges, supporting critical users, and working in a collaborative operations environment, this is a strong opportunity to grow your advanced IT support career.</p><p></p>
#Workwolf</div>

Help Desk Specialist II- Tier 2 Support

SAIC

<div><p>Job ID: 2613672</p><p><b>
Location: </b>Remote Work, DC, US</p><p><b>
Date Posted: </b>2026-06-15</p><p><b>
Category: </b>Information Technology</p><p><b>
Subcategory: </b>Technical Svcs</p><p><b>
Schedule: </b>Full-Time</p><p><b>
Shift: </b>Day Job</p><p><b>
Travel: </b>No</p><p><b>
Minimum Clearance Required: </b>None</p><p><b>
Clearance Level Must Be Able to Obtain: </b>Public Trust</p><p><b>
Potential for Remote Work: </b>ORA_REMOTE</p><p><b><br>
Description</b>
</p><p>SAIC is hiring for a remote Help Desk Specialist.</p><p>
Duties generally include but are not limited to the following:</p><ul><li>
Answer and respond to customers' requests via phone and email</li><li>
Identify, research, and resolve customer issues</li><li>
Provide accurate and timely ticket documentation</li><li>
Meet and exceed required metrics and Service Level Agreements (SLAs)</li><li>
Provide timely updates and follow up to customers</li><li>
Escalate to internal representatives or system support specialists when appropriate</li><li>
Identify and appropriately communicate recurring problems</li><li>
Evaluates and prioritizes customer problems and complaints</li><li>
Comply with documented regulations, processes, and procedures</li><li>
Other responsibilities as may be required by management</li></ul>
<p></p><p><b>Qualifications</b>
</p><p><b>Qualifications</b></p><p>
Required Skills and Qualifications:</p><ul><li>
Bachelor&rsquo;s Degree and/or 5 years relative work experience</li><li>
1+ year experience in help desk/call center environment</li><li>
Excellent oral and written communication skills</li><li>
Strong problem-solving skills</li><li>
Team player with a strong commitment to customer satisfaction</li><li><p>
Must be a US Citizen and able to obtain a Public Trust</p></li></ul><p></p><p><b><br>
Preferred Skills and Qualifications:</b></p><ul><li>
HDI Customer Service Representative certification</li><li>
Experience with ServiceNow</li><li>
Knowledge with government clients/environments</li></ul>
<p></p>Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.</div>

Help Desk Specialist

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