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Bloomberg

IT Service Desk Analyst

Bloomberg
New York, NY $70k - $75k/yr Full time Posted 14d ago
Active Directory Citrix Customer Service End User Support Forescout Help Desk Support Incident Management Information Technology (IT) It Service Management IT Services Microsoft 365 Microsoft Endpoint Configuration Manager Office 365 Onsite Sccm Service Management Technical Support Windows Support
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Job Description

Bloomberg’s Employee Technology Support (ETS) team is hiring an IT Service Desk Analyst to deliver effective first line support for employees across global locations.

Responsibilities

  • Provide 1st line support to global employees for technical service requests via SDSK, ADSK, and Phone
  • Support employee productivity and experience through timely, high-quality resolution
  • Handle incidents, requests, problems, and changes by following globally defined ETS workflows
  • Maintain ETS ticket quality standards, including accurate categorization and clear resolution documentation
  • Work with service metrics and improve performance across SLA adherence, CSAT, and First Time Fix
  • Participate in team huddles, training sessions, and feedback forums to improve service delivery and capability
  • Use dashboards and internal tools to prioritize and manage workload
  • Drive first time resolution and maintain consistent, high-quality ticket handling
  • Identify automation and efficiency opportunities
  • Contribute to and use the knowledge base; identify gaps and partner with the Knowledge Management team
  • Support and troubleshoot using access to systems including AD, SCCM, Citrix, PaperCut, StreamLine, Systrack, vSphere, O365, Webex, Zoom, MS Teams, Intune, Azure, CyberArk, ForeScout, ITLocate, JAMF, CUCM, and related systems
  • Collaborate with L2 and Continuous Improvement teams to drive service improvements

Requirements

  • Passion for technology with a focus on enhancing the employee experience
  • Strong problem-solving and time management skills
  • Ability to operate in a fast-paced global environment
  • Regional project execution
  • Ownership and transparency in decision-making, consistently doing what is right for employees, team, and business
  • Clear and effective communication skills
  • Root cause analysis mindset, including “Chase the why”

Technologies

  • Windows, Mac OS
  • SDSK, ADSK
  • AD, SCCM, Citrix, PaperCut, StreamLine, Systrack
  • vSphere, O365, Webex, Zoom, MS Teams
  • Intune, Azure, CyberArk, ForeScout, ITLocate
  • JAMF, CUCM

Benefits

  • Merit increases
  • Incentive compensation (exempt roles only)
  • Paid holidays
  • Paid time off
  • Medical, dental, and vision
  • Short and long term disability benefits
  • 401(k) with match
  • Life insurance
  • Various wellness programs

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

USD 70,000 - 75,000 per year + Benefits

Accommodations

Bloomberg provides reasonable adjustment/accommodation to individuals with disabilities.

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