Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 24 hours ago

Analyst, Enterprise Service Desk

ABACUS43 open roles

Where
New York, New York, United States
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowAnalyst, Enterprise Service DeskABACUS · New York, New York, United States

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on ABACUS's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

13.5% of postings close within 7 days. Measured by our own scanner across the market. ABACUS postings stay open a median of 54 days.

Share of postings closed within
  1. 2.3%1 day
  2. 4.6%3 days
  3. 13.5%7 days
  4. 21.8%14 days
  5. 36.6%30 days
  6. 58.9%60 days
This job: posted 24 hours ago

ABACUS median: 54 days open

The posting

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.
  • 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.
From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against ABACUS's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on ABACUS's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    ABACUS's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.