Analyst, Enterprise Service Desk

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 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 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. 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.