Service Desk Analyst

About the Role

We are seeking highly motivated and client-centric Service Desk Analysts to join our global Service Delivery organization. This role is ideal for technologists who thrive in a fast-paced managed services environment, enjoy solving complex end-user problems, and take pride in delivering a world-class support experience. You will serve as a critical front line for our clients, providing Level 1 and Level 2 support across modern Microsoft-centric ecosystems. Beyond resolving incidents, you will help identify trends, reduce repeat issues, and contribute to the continuous improvement and evolution of the Service Desk.

Work model: Onsite role based in our New York office (with potential flexibility based on business needs).

Key Responsibilities

• Provide Level 1 and Level 2 end-user support for Windows-based environments across multiple client locations.
• Deliver an exceptional client experience, particularly during high-impact or VIP incidents.
• Triage, diagnose, and resolve incidents and service requests using ITIL-aligned practices.
• Support and troubleshoot issues related to:
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Exchange Online and email security
• Endpoint performance, OS issues, and application errors
• File access, permissions, restores, and print services
• Remote access technologies (Cloud PC, AVD, Citrix, VPN)
• Perform user and access administration in Active Directory and Azure AD (Entra ID).
• Support endpoint management and security tooling, including Microsoft Intune and MDM/MAM platforms.
• Use ServiceNow and remote support tools to manage workload and meet SLA commitments.
• Collaborate with Engineering, Network, Security, and Client Success teams to drive timely resolution and escalation.
• Participate in project work such as new-hire onboarding, hardware refreshes, Microsoft 365 migrations, and cloud adoption initiatives.
• Identify recurring issues, document known errors, and contribute to service improvement initiatives.

Requirements & Tech Stack

• Experience providing end-user IT support in a corporate or MSP environment (early-career candidates considered).
• Strong working knowledge of:
• Windows 11
• Microsoft 365 and Office applications
• Azure AD (Entra ID), Exchange Online, OneDrive, SharePoint, and Teams
• Hands-on experience with endpoint and device management tools (e.g., Microsoft Intune).
• Familiarity with identity and access concepts including MFA and conditional access.
• Basic PowerShell usage for administrative tasks.
• Experience supporting mobile devices (iOS and Android).
• Foundational networking knowledge (TCP/IP, DNS, DHCP).
• Working knowledge of cybersecurity fundamentals.
• Experience with a service management platform (ServiceNow preferred).
• Strong communication skills and ability to work in a high-volume support environment.

Preferred / Nice-to-Have

• Experience working within a Managed Service Provider (MSP).
• Familiarity with ITIL v4 concepts.
• Exposure to Azure.
• Experience supporting Apple/Mac-based environments.
• Experience supporting financial services or alternative investment clients.
• Familiarity with Bloomberg, Refinitiv, or FactSet.
• Relevant certifications (MS-900, AZ-900, ITIL 4 Foundation).

Qualifications

• High client satisfaction and positive client feedback.
• Consistent achievement of SLA and quality targets.
• Reduction in repeat incidents through strong troubleshooting and documentation.
• Effective collaboration with peers and escalation teams.
• Continued growth in technical depth and ownership.