Service Desk Analyst

Dentsu is hiring a Service Desk Analyst to provide front-line, in-office deskside and walk-up support across supported locations in Chicago and New York. This role focuses on L2 escalation troubleshooting, device onboarding and offboarding, and proactive device health monitoring, while coordinating closely with L1 service desk staff, Asset Management, and internal teams and vendors.

What you’ll do

• Act as the L2 escalation point for tickets routed from the Birlasoft L1 service desk, delivering deeper diagnosis and hands-on resolution.
• Provide break/fix support and troubleshooting for laptops, peripherals, and mobile devices.
• Recognize and properly prioritize VIP and executive tickets, responding quickly with high-touch service without waiting to be prompted.
• Own the L2 queue SLA performance, helping ensure escalated tickets move quickly from L1 handoff to resolution.
• Escalate to the Global End User Computing Team (EUC), engineering, or vendor partners only when issues are truly beyond L2 scope, ensuring a warm, confirmed handoff and follow-through.
• Document every ticket in ServiceNow with clear resolution steps and root cause when available, including cases where L1 lacked one.
• Prepare, image, and configure devices for new hires ahead of their start dates.
• Coordinate offboarding activities with Asset Management, including device retrieval and wipe/reissue processes.
• Maintain accurate device assignment records and flag discrepancies to Asset Management.
• Staff the walk-up Tech Bar hours to deliver same-day resolution for common hardware and software issues.
• Support employees of all technical skill levels with a consistently professional, patient approach.
• Support onsite and offsite events and client pitches by partnering with the AV team and the Facilities Workplace Experience team for setup, troubleshooting, and live support.
• Handle executive setups and conference room technology and A/V needs as they arise.
• Monitor device health signals (for example, via Nexthink) to identify and resolve issues before tickets are created.
• Escalate recurring device or software patterns to the EUS Manager for broader remediation.
• Maintain and contribute to knowledge base articles and SOPs for common issues and fixes.
• Keep ticket documentation current so any teammate could pick up work mid-stream.

Required skills

• Hands-on experience supporting Windows and macOS devices, including imaging and troubleshooting.
• Demonstrated experience functioning as an L2 support tier, with strong judgment on when to escalate.
• Ability to triage support requests and prioritize VIP/executive tickets while maintaining a high-quality experience for senior stakeholders.
• Working knowledge of ServiceNow or a comparable ITSM ticketing platform.
• Proficiency with Microsoft 365 and endpoint management tools including Intune and Entra ID.
• Strong verbal communication skills, comfortable supporting employees at every level including executives.
• Ability to lift and move IT equipment and to be on-site full-time across supported locations.

Tools you’ll use

• ServiceNow, Nexthink, Microsoft 365
• Intune, Entra ID
• Windows, macOS

Education and experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred (equivalent experience will be considered).
• 3–5 years of experience in IT deskside support, service desk, or end user computing.
• Salary range: USD 51,000 - 70,000 per year.

Benefits

• Medical, vision, and dental insurance
• Life insurance
• Short-term and long-term disability insurance
• 401k
• Flexible paid time off
• At least 15 paid holidays per year
• Paid sick and safe leave
• Paid parental leave

Location and employment details

• Location: New York, NY (onsite)
• Time type: Full time
• Contract type: Permanent