Analyst, Enterprise Service Desk

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 Abacus clients across the Financial and Medical 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

• 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.
• 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.

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.

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

• 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.