Service Desk Analyst

The purpose of this role is to provide technical support services to staff enabling them to optimise their productivity. The role is highly customer focused and ensures issues are managed, prioritised and resolved within agreed service levels.

Job Description:

Americas Enterprise Technology is shifting from a support model that reacts to problems to one that anticipates and prevents them — and the EUS Technician is where that shift meets the employee in person. This role provides front‑line deskside and walk‑up support across our Chicago and New York locations, working hands‑on with the hardware, software, and access issues that stand between an employee and a productive day — including the high‑visibility, time‑sensitive support our executives and VIP users expect.

The EUS Technician serves as the L2 escalation tier for the Birlasoft‑operated L1 service desk, taking ownership of tickets that L1 cannot resolve — deeper hardware and software troubleshooting, device staging, and onboarding/offboarding — and coordinating with the Asset Management team on device deployment. This is a hands‑on, in‑office‑first role for someone who takes ownership of the problem in front of them and is equally comfortable resolving an L2 escalation, staffing the Tech Bar, or flagging a device issue before the employee even notices it.

The right person for this role brings technical competence, patience with end users at every skill level, and a proactive mindset — someone who sees monitoring data and walk‑up patterns as signals to act on, not just tickets to close.

• Serve as the L2 escalation point for tickets routed from the Birlasoft L1 service desk, providing deeper diagnosis and hands‑on resolution.
• Provide hands‑on troubleshooting and break/fix support for laptops, peripherals, and mobile devices.
• Recognize and prioritize VIP and executive tickets appropriately, delivering prompt, high‑touch resolution without being asked — understanding who needs to be served first and acting accordingly.
• Own the L2 queue's SLA performance, ensuring escalated tickets move quickly from L1 handoff to resolution.
• Escalate to the Global End User Computing Team (EUC), engineering, or vendor partners only when an issue is genuinely beyond L2 scope, ensuring a warm, confirmed handoff and follow‑through.
• Document resolution steps clearly in Service Now for every ticket worked, including root cause where L1 lacked one.

• Prepare, image, and configure devices for new hires ahead of start date.
• Execute offboarding device retrieval and wipe/reissue processes in coordination with Asset Management.
• Maintain accurate device assignment records and flag discrepancies to the Asset Management team.

• Staff walk‑up Tech Bar hours, providing same‑day resolution for common hardware and software issues.
• Deliver a consistently professional, patient support experience for employees at every technical skill level.

• Support onsite and offsite events and client pitches, partnering with the AV team and the Facilities Workplace Experience team on setup, troubleshooting, and live technical support.
• Support executive setups and conference room technology and A/V needs as they arise.
• Serve as the on‑the‑ground technical point of contact during high‑visibility events, ensuring issues are resolved quickly and discreetly.

• Monitor device health signals (e.g., via Nexthink) to identify and resolve issues before they generate a ticket.
• Escalate recurring device or software patterns to the EUS Manager for broader remediation.

• Maintain and contribute to knowledge base articles and SOPs…