Job Description Summary:

Job Description:

Service Desk Analyst

Position Summary

The Service Desk Analyst provides first- and second-line technical support, resolving hardware, software, access, and connectivity issues. This role combines technical troubleshooting with strong customer service, ticket ownership, and collaboration to meet service targets and improve the support experience.

This position requires onsite attendance five days per week and participation in scheduled after-hours and weekend on-call rotations.

Key Responsibilities

• Resolve standard to moderately complex incidents and requests involving Windows and/or macOS, Microsoft 365, enterprise applications, hardware, mobile devices, printing, VPN, and network connectivity.
• Manage tickets in ServiceNow, applying established impact- and urgency-based priorities and maintaining accurate ownership, status, and documentation.
• Own assigned work through resolution or coordinated handoff, prioritizing first-contact resolution, where practical.
• Follow escalation procedures, including escalating after 30 minutes of troubleshooting without progress or immediately for high-impact issues.
• Update every open ticket daily with progress, blockers, and next steps; document customer communications, troubleshooting, and resolutions.
• Follow established procedures for pending tickets, customer follow-up, closure, and potential major incidents.
• Review queues throughout the day to address aging work, approaching SLA breaches, and unresolved blockers.
• Provide professional, responsive customer service, including executive and white-glove support, while following established priority rules.
• Use and improve knowledge articles, document recurring fixes, and recommend service improvements.
• Follow IT, security, and corporate standards; contribute to projects and other assigned work.

Reporting and Operating Model

Work collaboratively with Service Desk teammates, leads, managers, and resolver groups. Follow established Ways of Working, using ServiceNow as the system of record for support activity and customer communication.

Required Qualifications

• 2–4 years of IT support experience or equivalent, primarily in Service Desk or End-User Support.
• Hands-on experience with Windows and/or macOS, Microsoft 365, and enterprise endpoint troubleshooting.
• Experience supporting remote users, PC hardware, mobile devices, and network printing.
• Strong troubleshooting, organization, and written and verbal communication skills.
• A customer-focused approach and accountability for assigned work.

Preferred Qualifications

• Experience with ServiceNow or a comparable ITSM platform.
• ITIL® 4 Foundation certification.
• Relevant technical certification, such as CompTIA A+, Microsoft 365 Fundamentals, or Microsoft Endpoint Administrator.

Key Competencies

Customer service, technical problem-solving, ownership, prioritization, collaboration, and clear documentation.

Scope and Role Expectations

Independently handle first- and second-line support within established procedures, coordinate effective handoffs, and escalate issues requiring additional expertise. Maintain consistent communication and follow-through.

Success Measures

Achievement of established SLAs and KPIs, timely resolution and escalation, accurate ticket records, consistent customer updates, and contributions to knowledge and service improvement.

Users receive timely, professional support and clear updates, with issues resolved effectively or handed off with complete troubleshooting details.

Assigned tickets have clear ownership, accurate records, and daily updates that explain progress, blockers, and next steps.

Established SLAs and KPIs are met through effective prioritization, regular queue reviews, and timely escalation of stalled or high-impact issues.

Knowledge articles and documented fixes help the team resolve recurring issues consistently and improve the support experience.

Support is delivered consistently within established Ways of Working, security standards, and priority rules, including executive and white-glove support.

Role Boundary

Resolve issues within the Service Desk’s support scope and route work requiring specialized expertise through documented escalation paths. Follow established priority rules for all users, including executives.

Focus is a leading financial services firm comprised of integrated wealth management, family office, and business management services. Blending deep expertise and expansive resources with a boutique, client-first fiduciary philosophy, Focus helps individuals, families, and institutions navigate complex financial situations with highly personalized solutions tailored to their unique needs. To learn more about Focus, visit www.focusfinancialpartners.com or follow the company on LinkedIn.

EEO Statement: Focus is an equal opportunity employer and bases its employment decisions on the employee or candidate’s skillset, and without regard to an employee or candidate’s race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by local, state and/or federal law.

Focus complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact careers@focuspartners.com.