IT Service Desk Analyst (Weekend Shift)

at Bloomberg

📍 New York City, United States

USD 70,000-75,000 per year

MIDDLE

✅ On-site

Tech Stack
Tag name is followed by "@" symbol and proficiency level value. About proficiency levels:

1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;

3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;

7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;

10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.

Azure Communication @ 3 Networking @ 3 PowerShell @ 2 Python @ 2 Security @ 3 Slack @ 3 macOS

Details

The Employee Technology Support (ETS) team is seeking a Service Desk Analyst to deliver high-quality first-line support across Windows, macOS, desktops, laptops, and mobile devices. The role partners with Service Specialists, Desktop Technicians, and Mobile teams as the primary point of contact for internal technical requests and incidents.

The position works the Saturday–Wednesday shift and supports employees globally through SDSK, ADSK, and phone channels.

Responsibilities

Provide first-line technical support to employees globally, troubleshooting and resolving technical incidents and service requests.
Deliver support that prioritizes employee productivity and experience.
Follow globally defined ETS workflows for incidents, requests, problems, and changes.
Ensure tickets meet ETS quality standards, including accurate categorization and clear resolution documentation.
Monitor service metrics, including SLA adherence, CSAT, and First Time Fix.
Participate in team huddles, training sessions, and feedback forums.
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, identifying gaps and partnering with the Knowledge Management team.
Utilize access and support across AD, SCCM, Citrix, PaperCut, StreamLine, Systrack, vSphere, Office 365, Webex, Zoom, Microsoft Teams, Intune, Azure, CyberArk, ForeScout, ITLocate, Jamf, CUCM, and related systems.
Partner with L2 and Continuous Improvement teams to drive service improvements.

Requirements

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 experience.
Ownership, transparency, and commitment to consistently doing what is right for employees, the team, and the business.
Clear and effective communication skills.
Root-cause analysis skills and a willingness to “chase the why.”

Preferred Qualifications

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

Benefits

Benefits may include merit increases, incentive compensation for exempt roles, paid holidays, paid time off, medical, dental, vision, short- and long-term disability benefits, a 401(k) match, life insurance, and wellness programs. Benefits are not provided directly to contingent workers, contractors, or interns.