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.
- Technical licenses, training, or certifications preferred, such as CompTIA A+, Network+, Security+, or Microsoft certifications.
- Experience in an MSP, financial services, medical, or other client-facing support environment strongly preferred.
Key Traits
- Client-focused and service-oriented.
- Accountable and ownership-minded.
- Calm, professional, and effective under pressure.
- Detail-oriented, organized, and consistent in follow-through.
- Collaborative and committed to continuous learning.
The Benefits of Working for Abacus
- Exposure to a diverse array of technologies.
- Internal opportunities for career advancement.
- Part of a team of experienced technicians that aim to deliver exceptional service
- Competitive compensation.
- Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO.
- Opportunities to further technical education through online courses.
- Positive, friendly, and supportive office environment.
- Workplace perks including healthy snacks and team-building events.