Analyst, Enterprise Service Desk

  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 Abacus clients across the Financial and Medical 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