Global 1st-Line IT Service Desk Analyst

Bloomberg L.P.; New York, Northern (NY, KY); Hybrid; USD 70,000 - 75,000; Full time

Benefits offered by this job

401(k) + match

Medical benefits

Generous benefits package

Job summary

Bloomberg L.P. in New York seeks an IT Service Desk Analyst to provide first-line technical support for Windows, Mac OS, desktops, laptops, and mobile devices. You will be the primary contact for internal requests and incidents, collaborating with Service Specialists and Desktop Technicians.

You will follow ETS workflows, prioritize employee productivity, and contribute to knowledge bases while driving automation opportunities and service improvements.

Qualifications

• Strong problem solving and time management skills.
• Experience working in a fast-paced global environment.
• Degree or equivalent experience in CS, Networking, IT Security, or similar.

Responsibilities

• Provide 1st line support to all global employees for technical service requests via SDSK, ADSK, and Phone.
• Deliver support that prioritizes employee productivity and experience.
• Follow globally defined ETS workflows for incidents, requests, problems, and changes, ensuring consistent and reliable service delivery.
• Ensure tickets meet ETS quality standards including accurate categorization and clear resolution documentation.
• Operate with awareness of service metrics including SLA adherence, CSAT, and First Time Fix.
• Actively participate in team huddles, training sessions, and feedback forums to improve service delivery and team capability.
• Use dashboards and internal tools to prioritize and manage workload
• Drive first time resolution and high-quality ticket handling
• Identify automation and efficiency opportunities
• Contribute to and use the knowledge base; identify gaps and partner with Knowledge Management team
• Effectively utilize access and support across AD, SCCM, Citrix, PaperCut, StreamLine, Systrack, vSphere, O365, Webex, Zoom, MS Teams, Intune, Azure, CyberArk, ForeScout, ITLocate, JAMF, CUCM and related systems

Skills

Problem solving

Time management

Communication

Fast-paced environment

Education

Bachelor's degree in Computer Science or related field

CompTIA A+ ITIL v4 Foundation

Tools

Cisco

Slack

Miro

AV support

Python

PowerShell

Job description

Bloomberg L.P. in New York seeks an IT Service Desk Analyst to provide first-line technical support for Windows, Mac OS, desktops, laptops, and mobile devices. You will be the primary contact for internal requests and incidents, collaborating with Service Specialists and Desktop Technicians.

You will follow ETS workflows, prioritize employee productivity, and contribute to knowledge bases while driving automation opportunities and service improvements.