Analyst, Enterprise Service Desk

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.

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

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.