Enterprise Service Desk, Analyst

Job Summary

The Enterprise Service Desk Analyst is a client-facing technical support role responsible for triaging, troubleshooting, resolving, and accurately escalating client and system-generated support requests.

This role serves as an initial point of contact for one of Abacus client across the Financial sectors and is responsible for delivering responsive, white-glove service while maintaining strong ticket ownership and documentation standards.

Role Focus

This role focuses on first-contact support, standard technical troubleshooting, ticket ownership, client communication, and timely escalation when issues require senior or engineering support.

Responsibilities

Client Support & Communication

Serve as an initial point of contact for client and system-generated support requests.
Provide white-glove technical support via phone, email, and remote support sessions.
Communicate clearly and proactively with clients, IT Managers, Client Executives, and internal teams.
Set appropriate expectations with clients regarding issue status, next steps, and escalation path.
Ticket Management & Documentation
Triage, prioritize, and manage assigned tickets in accordance with published processes and escalation guidelines.
Accurately and promptly record all time, notes, troubleshooting steps, and resolution details in the ticketing system.
Maintain accurate ticket statuses and ensure client-facing updates are timely and complete.
Take ownership of assigned issues through resolution or appropriate escalation.
May need to provide in-person technical assistances we needed.

Technical Troubleshooting

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.

Service Delivery & Operations

Meet individual and team KPI, SLA, and service delivery expectations.
Effectively multi-task to manage workload and maintain responsiveness.
Collaborate with colleagues to improve operational effectiveness and client experience.
Maintain flexibility with respect to work schedule, coverage needs, and responsibilities.
Complete required training and comply with applicable company, client, safety, health, and quality requirements.

Skills

Excellent client service skills with the 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 with 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.

Technical Experience

Working knowledge of Microsoft 365 services, including Teams, SharePoint, OneDrive, Outlook, Exchange Online, and Microsoft 365 Admin Center.
Experience with Active Directory or Entra ID user, group, and permission administration.
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.
Exposure to Citrix, VMware, backup technologies, VoIP, and monitoring tools preferred.

Qualifications

Associate degree in a technology-related field or equivalent combination of education and work experience.
3+ years of experience in IT support, service desk, desktop support, or a related technical support role preferred.