IT Service Desk Analyst

Bloomberg is hiring an IT Service Desk Analyst in New York, United States. It pays $70k-$75k a year and Level rates it ; you can apply on Level.

AI in this role

Description & Requirements
The Employee Technology Support (ETS) team is seeking a Service Desk Analyst to deliver high quality 1st line support across Windows, Mac OS, desktops, laptops and mobile devices. You will partner with Service Specialists, Desktop Technicians and Mobile teams as the primary point of contact for all internal technical requests and incidents.

Mission
To deliver excellent employee-centered technology support that improves how people work, through responsive service, trusted collaboration, and continuous improvement.

What You'll Do:

Provide 1st line support to all global employees for technical service requests via SDSK, ADSK, and Phone
Deliver support that prioritizes employee productivity and experience
Follow globally defined ETS workflows for incidents, requests, problems, and changes, ensuring consistent and reliable service delivery
Ensure tickets meet ETS quality standards including accurate categorization and clear resolution documentation.
Operate with awareness of service metrics including SLA adherence, CSAT, and First Time Fix.
Actively participate in team huddles, training sessions, and feedback forums to improve service delivery and team capability.
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; identify gaps and partner with Knowledge Management team
Effectively utilize access and support across AD, SCCM, Citrix, PaperCut, StreamLine, Systrack, vSphere, O365, Webex, Zoom, MS Teams, Intune, Azure, CyberArk, ForeScout, ITLocate, JAMF, CUCM and related systems
Partner with the L2 and Continuous Improvement teams to drive service improvements

You'll Need:

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
Focus on ownership, transparency and consistently doing what is right for our employees, team, and the business
Clear and effective communication skills
Root cause analysis – “Chase the why”

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 = 70,000 - 75,000 USD Annual + Benefits
The referenced salary range is based on the Company's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level.

We offer one of the most comprehensive and generous benefits plans available and offer a range of total rewards that may include merit increases, incentive compensation (exempt roles only), paid holidays, paid time off, medical, dental, vision, short and long term disability benefits, 401(k) +match, life insurance, and various wellness programs, among others. The Company does not provide benefits directly to contingent workers/contractors and interns. Discover what makes Bloomberg unique - watch our podcast series for an inside look at our culture, values, and the people behind our success.

How we rate this

IT Service Desk Analyst at Bloomberg rates 37 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.