IT Service Desk Analyst

Bloomberg; New York (NY); On-site; USD 70,000 - 75,000; Full time

Job summary

Bloomberg in New York seeks a Service Desk Analyst to provide 1st line IT support for Windows, Mac, desktops, laptops and mobile devices. You will be the primary contact for internal technical requests and incidents, partnering with desktop and mobile teams to keep employees productive.

The role emphasizes fast resolution, high-quality ticketing, and adherence to ETS workflows. You’ll use AD, Citrix, O365, Teams, and IT tools to support a global workforce and drive continuous service

Qualifications

• CompTIA A+ certification.
• ITIL v4 Foundation.
• Bachelor-level degree in CS/IT or equivalent.
• Knowledge of Cisco, Slack, Miro, and AV support.
• Familiarity with Python, PowerShell, or other scripting languages.

Responsibilities

• Provide 1st line support for Windows, Mac OS, desktops, laptops, and mobile devices.
• Serve as primary contact for internal technical requests and incidents.
• Follow ETS workflows for incidents, requests, problems, and changes.

Skills

Problem solving

Time management

Clear communication

Ownership

Fast-paced environment

Education

Bachelors degree in CS/IT or related field

Degree in Networking/IT Security

Tools

AD

SCCM

Citrix

PaperCut

StreamLine

Systrack

vSphere

O365

Webex

Zoom

MS Teams

Intune

Azure

CyberArk

ForeScout

ITLocate

JAMF

CUCM

Job description

The Employee Technology Support (ETS) team is seeking a Service Desk Analyst to deliver high quality 1st line support across Windows, Mac OS, desktops, laptops and mobile devices. You will partner with Service Specialists, Desktop Technicians and Mobile teams as the primary point of contact for all internal technical requests and incidents.

Mission

To deliver excellent employee-centered technology support that improves how people work, through responsive service, trusted collaboration, and continuous improvement.

What You'll Do:

• 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
• Partner with the L2 and Continuous Improvement teams to drive service improvements

You'll Need:

• Passion for technology and enhancing the employee experience
• Strong problem solving and time management skills
• Ability to work in a fast-paced global environment
• Regional project execution
• Focus on ownership, transparency and consistently doing what is right for our employees, team, and the business
• Clear and effective communication skills
• Root cause analysis - Chase the why

We'd Love to See :

• CompTIA A+
• ITIL v4 Foundation
• Degree in Computer Science, Networking, IT Security or a similar field or similar industry experience
• Knowledge of Cisco, Slack, Miro, and AV support
• Familiarity with Python, PowerShell, or other scripting languages

Salary Range = 70,000- 75,000 USD Annual + Benefits

The referenced salary range is based on the Company's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level.
We offer one of the most comprehensive and generous benefits plans available and offer a range of total rewards that may include merit increases, incentive compensation (exempt roles only), paid holidays, paid time off, medical, dental, vision, short and long term disability benefits, 401(k) +match, life insurance, and various wellness programs, among others. The Company does not provide benefits directly to contingent workers/contractors and interns.

Discover what makes Bloomberg unique - watch our podcast series for an inside look at our culture, values, and the people behind our success.