Analyst, Enterprise Service Desk

ABACUS•New York, NY

About The Position

The Enterprise Service Desk Analyst is a client-facing technical support role and an initial point of contact for a client in the financial sector. The analyst triages, troubleshoots, resolves, and accurately escalates client and system-generated requests, providing responsive, white-glove service while maintaining strong ticket ownership and documentation standards. The role focuses on first-contact support, standard technical troubleshooting, ticket ownership, client communication, and timely escalation of issues that require senior or engineering support. Support is provided through phone, email, and remote sessions, with in-person technical assistance possibly required when needed. The schedule is 40 hours per week, 8 a.m.–5 p.m. CST, Saturday through Wednesday. The analyst supports common Microsoft 365, Active Directory, MFA, VPN, endpoint, and application requests; meets KPI, SLA, and service delivery expectations; and collaborates with colleagues to improve operations and the client experience. The position requires flexibility regarding schedule, coverage, and responsibilities, as well as completion of required training and compliance with applicable company, client, safety, health, and quality requirements.

Requirements

Associate degree in a technology-related field or an equivalent combination of education and work experience.
Preferred: 3 or more years of experience in IT support, service desk, desktop support, or a related technical support role.
Strong client service skills and ability to deliver white-glove support.
Strong verbal and written communication skills, with the ability to adapt communication for technical and non-technical audiences.
Ability to demonstrate empathy, professionalism, and urgency when supporting clients and colleagues.
Strong prioritization, organization, and time-management skills in a fast-paced environment.
Process-oriented troubleshooting approach and clear documentation of findings, actions, and next steps.
Ability to work effectively under time constraints and manage multiple active requests.
Commitment to following internal operations processes, policies, and service delivery standards.
Working knowledge of Microsoft 365 services, including Teams, SharePoint, OneDrive, Outlook, Exchange Online, and Microsoft 365 Admin Center.
Experience administering users, groups, and permissions in Active Directory or Entra ID.
Experience supporting Windows workstations, printers, peripheral devices, and common business applications.
Familiarity with MFA tools such as Duo Security and Microsoft Authenticator.
Working knowledge of endpoint management tools such as Intune or comparable MDM platforms.
Foundational understanding of DNS, DHCP, TCP/IP, VPN, and remote access concepts.
Client-focused, service-oriented, accountable, ownership-minded, calm, professional, effective under pressure, detail-oriented, organized, consistent in follow-through, collaborative, and committed to continuous learning.

Nice To Haves

Technical licenses, training, or certifications, such as CompTIA A+, Network+, Security+, or Microsoft certifications.
Experience in an MSP, financial services, medical, or other client-facing support environment.
Exposure to Citrix, VMware, backup technologies, VoIP, and monitoring tools.

Responsibilities

Serve as an initial point of contact for client and system-generated support requests.
Provide white-glove technical support by phone, email, and remote support sessions.
Communicate proactively with clients, IT Managers, Client Executives, and internal teams, setting expectations about issue status, next steps, and escalation paths.
Triage, prioritize, and manage assigned tickets according to published processes and escalation guidelines.
Record time, notes, troubleshooting steps, and resolution details accurately and promptly in the ticketing system.
Maintain accurate ticket statuses and provide timely, complete client-facing updates.
Own assigned issues through resolution or appropriate escalation.
Provide in-person technical assistance when needed.
Troubleshoot and resolve standard desktop, software, access, connectivity, printing, and peripheral issues.
Support common Microsoft 365, Active Directory, MFA, VPN, endpoint, and application-related requests.
Identify, isolate, and document hardware, software, network, and systems issues.
Escalate complex, high-impact, or non-standard issues with complete context and documented troubleshooting.
Meet individual and team KPI, SLA, and service delivery expectations.
Manage workload and maintain responsiveness while multitasking.
Collaborate with colleagues to improve operational effectiveness and client experience.
Maintain flexibility regarding work schedule, coverage needs, and responsibilities.
Complete required training and comply with applicable company, client, safety, health, and quality requirements.