Description SBS Helpdesk Position Position Description: Serve as the 1st Point of Contact for clients and customers Perform general troubleshooting with customer via phone or email contact Document client/customer issues and requests, troubleshooting steps, and resolutions via ServiceNow ticketing system Route unresolved tickets to appropriate Tier 2 staff Follow-up and update clients/customers and internal teams as appropriate Follow, review, and update all Service Desk procedures. Limited syst