Service Desk Analyst

Job Description

Summary:

Job Description

Service Desk Analyst

Position Summary

The Service Desk Analyst provides first- and second-line technical support, resolving hardware, software, access, and connectivity issues. This role combines technical troubleshooting with strong customer service, ticket ownership, and collaboration to meet service targets and improve the support experience.

This position requires onsite attendance five days per week and participation in scheduled after-hours and weekend on-call rotations.

Key Responsibilities

• Resolve standard to moderately complex incidents and requests involving
• Windows and/or macOS, Microsoft 365, enterprise applications, hardware, mobile devices, printing, VPN, and network connectivity. Manage tickets in ServiceNow, applying established impact- and urgency-based priorities and maintaining accurate ownership, status, and documentation. Own assigned work through resolution or coordinated handoff, prioritizing first-contact resolution, where practical. Follow escalation procedures, including escalating after 30 minutes of troubleshooting without progress or immediately for high-impact issues. Update every open ticket daily with progress, blockers, and next steps; document customer communications, troubleshooting, and resolutions. Follow established procedures for pending tickets, customer follow-up, closure, and potential major incidents. Review queues throughout the day to address aging work, approaching SLA breaches, and unresolved blockers. Provide professional, responsive customer service, including executive and white-glove support, while following established priority rules. Use and improve knowledge articles, document recurring fixes, and recommend service improvements. Follow IT, security, and corporate standards; contribute to projects and other assigned work. Reporting and Operating Model Work collaboratively with Service Desk teammates, leads, managers, and resolver groups. Follow established
• Ways of Working, using ServiceNow as the system of record for support activity and customer communication.

Required Qualifications

2–4 years of IT support experience or equivalent, primarily in Service Desk or End-User Support. Hands-on experience with Windows and/or macOS, Microsoft 365, and enterprise endpoint troubleshooting. Experience supporting remote users, PC hardware, mobile devices, and network printing. Strong troubleshooting, organization, and written and verbal communication skills.

A customer-focused approach and accountability for assigned work.

Preferred Qualifications

• Experience with ServiceNow or a comparable ITSM platform. ITIL® 4 Foundation certification. Relevant technical certification, such as CompTIA A+, Microsoft 365 Fundamentals, or Microsoft Endpoint Administrator. Key Competencies Customer service, technical problem-solving, ownership, prioritization, collaboration, and clear documentation. Scope and Role Expectations Independently handle first- and second-line support within established procedures, coordinate effective handoffs, and escalate issues requiring additional expertise. Maintain consistent communication and follow-through. Success Measures Achievement of established SLAs and KPIs, timely resolution and escalation, accurate ticket records, consistent customer updates, and contributions to knowledge and service improvement. Users receive timely, professional support and clear updates, with issues resolved effectively or handed off with complete troubleshooting details. Assigned tickets have clear ownership, accurate records, and daily updates that explain progress, blockers, and next steps. Established SLAs and KPIs are met through effective prioritization, regular queue reviews, and timely escalation of stalled or high-impact issues. Knowledge articles and documented fixes help the team resolve recurring issues consistently and improve the support experience. Support is delivered consistently within established
• Ways of Working, security standards, and priority rules, including executive and white-glove support. Role Boundary Resolve issues within the Service Desk’s support scope and route work requiring specialized expertise through documented escalation paths. Follow established priority rules for all users, including executives. Focus is a leading financial services firm comprised of integrated wealth management, family office, and business management services. Blending deep expertise and expansive resources with a boutique, client-first fiduciary philosophy, Focus helps individuals, families, and institutions navigate complex financial situations with highly personalized solutions tailored to their unique needs. To learn more about Focus, visit www.focusfinancialpartners.com or follow the company on LinkedIn. EEO Statement: Focus is an equal opportunity employer and bases its employment decisions on the employee or candidate’s skillset, and without regard to an employee or candidate’s race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by local, state and/or federal law. Focus complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact careers@focuspartners.com
• The following language is for US based roles only For California Applicants: Information on your California privacy rights can be found here For Indiana Applicants: It is unlawful for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component. For Maryland Applicants: I UNDERSTAND THAT UNDER MARYLAND LAW, AN EMPLOYER MAY NOT REQUIRE OR DEMAND, AS A CONDITION OF EMPLOYMENT, PROSPECTIVE EMPLOYMENT OR CONTINUED EMPLOYMENT, THAT ANY INDIVIDUAL SUBMIT TO OR TAKE A POLYGRAP OR SIMILAR TEST. AN EMPLOYER WHO VIOLATES THIS LAW IS GUILTY OF A MISDEMEANOR AND SUBJECT TO A FINE NOT EXCEEDING $100. For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this shall be subject to criminal penalties and civil liability. For Montana Applicants: If hired, the employment relationship is governed by the Wrongful Discharge from Employment Act. Mont. Code Ann. Section 39-2-901. For Rhode Island Applicants: Focus is subject to Chapters 29-38 of Title 28 of the General Laws of Rhode Island and is therefore covered by the state’s workers’ compensation law. If you willfully provide false information about your ability to perform the essential functions of the job, with or without reasonable accommodations, you may be barred from filing a claim under the provisions of the Workers’ Compensation Act of the State of Rhode Island if the false information is directly related to the personal injury that is the basis for the new claim for compensation. The Company complies fully with the Americans with Disabilities Act. People matter here, not just as a catchphrase, but as a belief. And we're building a firm that takes its work seriously and holds itself to a high standard, but also one that never forgets that the work is done by people. Your experience, your judgment, and your perspective, they matter here. We’re growing and growth brings opportunity for learning, for advancement, and for building something lasting. We’d love to stay connected. Follow us on LinkedIn for the latest company news, career opportunities, and a closer look at what it’s like to be part of our team. Don't see the opportunity for you? Join the prospect pool to stay connected and hear about future opportunities that may be a fit. Focus, a business division of Focus Financial Partners, brings together businesses across Wealth, Business Management, Family Office, and International. Collectively, these firms—spanning the U.S., Canada, and Australia—deliver a broad spectrum of financial advice solutions to individuals, families, and institutions. Our vision is clear: to be the leading fiduciary advice company in the world. For clients, that means an experience built around their needs. For advisors, it means access to the resources, tools, and capabilities typically available only at the largest global institutions. We believe talent is the key to realizing this vision. That’s why we invest in our people, support their growth, and create meaningful opportunities for development at every stage of their careers.