Analyst, Enterprise Service Desk

Weekend shift role

40 hours /week: 8am-5pm CST Saturday-Wednesday

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.

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