Service Desk Personnel

Job Description: Requirement/Must Have: Strong interpersonal skills to assist users with system-related inquiries and ensure timely resolution of requests. Experience working with multiple teams, including application coordinators, trainers, and QA personnel. Ability to clearly document system changes, maintain logs, and communicate status updates effectively. Understanding of IT support workflows, troubleshooting methodologies, and customer service best practices. Familiarity with licensure processes and regulatory requirements, particularly within healthcare or government agencies. Experience working with platforms such as Zendesk, LARS, and ServiceNow for ticketing and workflow management. Ability to modify and configure system settings, user permissions, and automated workflows. Strong skills in maintaining logs, tracking system changes, and organizing supporting documentation in SharePoint. Responsibilities: Ensure completion of all assigned LARS and Zendesk support tickets, addressing requested changes promptly, achieving a 100% response xx within one business day, and closing all tickets within three business days. Complete requested changes such as password resets, status changes, new users, workflow reassignments, and other day-to-day tasks within three business days. Follow up with requesters for any additional needed information within one business day. Record all communication with requesters within ServiceNow. Log all time spent on non-HRB tickets in ServiceNow. Complete assigned configuration requests for LARS and Zendesk, providing a 100% response xx to requesters within one business day and weekly status updates until changes are completed. Collaborate with the LARS Application Coordinator to ensure accurate requirements gathering. Provide an anticipated timeline for changes within one business day after requirements are gathered and keep the LARS Application Coordinator updated on progress. Coordinate with the Application Trainer or STS QA resources to ensure appropriate testing is completed. Work with the LARS Application Coordinator to obtain requester sign-off. Document all modifications made to LARS in the Application Change Log within one business day of implementation. Store supporting documentation in the assigned SharePoint location. Collaborate with the LARS Application Coordinator to maintain an up-to-date change log.

Created: 2025-09-27