Service Desk Analyst

About ECI ECI is a leading global provider of managed services, cybersecurity, and business transformation for the financial services industry. We support more than 1,000 clients worldwide, representing over $3 trillion in assets under management. Our mission is to provide stability, security, and operational excellence—so our clients can focus on running their businesses. At ECI, our passion for technology is matched by our commitment to our people. We foster a culture of accountability, continuous improvement, and client-first thinking. The Opportunity We are seeking highly motivated and client-centric Service Desk Analysts to join our global Service Delivery organization. This role is ideal for technologists who thrive in a fast-paced managed services environment, enjoy solving complex end-user problems, and take pride in delivering a world-class support experience. You will serve as a critical front line for our clients—many of whom operate in high-pressure, time-sensitive financial environments—providing Level 1 and Level 2 support across modern Microsoft-centric ecosystems. Beyond resolving incidents, you will help identify trends, reduce repeat issues, and contribute to the continuous improvement and evolution of the Service Desk. Work model: Onsite role based in our New York office (with potential flexibility based on business needs). What You Will Do Provide Level 1 and Level 2 end‑user support for Windows‑based environments across multiple client locations. Deliver an exceptional client experience, particularly during high‑impact or VIP incidents. Triage, diagnose, and resolve incidents and service requests using ITIL‑aligned practices. Support and troubleshoot issues related to: Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Exchange Online and email security Endpoint performance, OS issues, and application errors File access, permissions, restores, and print services Remote access technologies (Cloud PC, AVD, Citrix, VPN) Perform user and access administration in Active Directory and Azure AD (Entra ID). Support endpoint management and security tooling, including Microsoft Intune and MDM/MAM platforms. Use ServiceNow and remote support tools to manage workload and meet SLA commitments. Collaborate with Engineering, Network, Security, and Client Success teams to drive timely resolution and escalation. Participate in project work such as new‑hire onboarding, hardware refreshes, Microsoft 365 migrations, and cloud adoption initiatives. 365Identify recurring issues, document known errors, and contribute to service improvement initiatives. Required Skills & Experience Experience providing end‑user IT support in a corporate or MSP environment (early‑career candidates considered). Strong working knowledge of: Windows 11 Microsoft 365 and Office applications Azure AD (Entra ID), Exchange Online, OneDrive, SharePoint, and Teams Hands‑on experience with endpoint and device management tools (e.g., Microsoft Intune). Familiarity with identity and access concepts including MFA and conditional access. Basic PowerShell usage for administrative tasks. Experience supporting mobile devices (iOS and Android). Foundational networking knowledge (TCP/IP, DNS, DHCP). Working knowledge of cybersecurity fundamentals. Experience with a service management platform (ServiceNow preferred). Strong communication skills and ability to work in a high‑volume support environment. Preferred / Nice‑to‑Have Experience working within a Managed Service Provider (MSP). Familiarity with ITIL v4 concepts. Exposure to Azure. Experience supporting Apple/Mac‑based environments. Experience supporting financial services or alternative investment clients. Familiarity with Bloomberg, Refinitiv, or FactSet. Relevant certifications (MS-900, AZ-900, ITIL 4 Foundation). What Success Looks Like High client satisfaction and positive client feedback. Consistent achievement of SLA and quality targets. Reduction in repeat incidents through strong troubleshooting and documentation. Effective collaboration with peers and escalation teams. Continued growth in technical depth and ownership. Why Join ECI? Support mission‑critical financial services clients globally. Exposure to modern cloud, security, and automation technologies. Clear career development pathways. Competitive compensation and benefits. A culture that values accountability, teamwork, and continuous improvement. Love your job. Share your passion for technology. Create your future at ECI. Working Conditions Ability to work under a moderate noise level (i.e., working on an open floor with printers, telephones, and computers; or working in a datacenter) Ability to be flexible and successfully respond to multiple work pressures Willing to work extra hours as needed; including late nights and weekends Sitting or standing for extended periods of time Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components #J-18808-Ljbffr