Service Desk Associate

Job Title:

Role Summary:

Own and manage scheduling and ticketing operations for Nikes Quarterly Health Checks (QHCs) and Work Order Tasks (WOTs). Ensure on-time visits, accurate documentation, SLA compliance, and a seamless client experience. Mastery of ServiceNow (Nike Now) and strong communication are essential.

Key Responsibilities:

• Schedule and coordinate QHC visits quarterly (10–15/week), ensuring 100% site coverage within 45 days.
• Confirm appointments with store coaches and dispatch technicians with full documentation.
• Create, update, and close RITM tasks in ServiceNow with all required attachments.
• Monitor queues, meet SLA targets, and resolve or escalate issues as needed.
• Maintain strict confirmation and documentation discipline.

Requirements:

• 2–5 years in scheduling, dispatch, or service desk roles.
• Strong experience with ServiceNow (Nike Now preferred).
• Proficiency in Outlook, Slack, Box, and Okta.
• Excellent communication and multitasking under pressure.
• Detail-oriented with ownership mindset.

Preferred:

• ITIL Foundation certification.
• Experience with retail operations or supporting enterprise clients.