Abacus.AI is the AI Brain for your organization. Your very own AI Engineer will build applied AI systems across a wide variety of use cases including custom chatbots, ai workflows, forecasting, personalization and predictive modeling. Automate your entire... Backed by Index.
About the role
The Enterprise Service Desk Analyst is a client-facing technical support role responsible for triaging, troubleshooting, resolving, and accurately escalating client and system-generated support requests. This role serves as an initial point of contact for one of Abacus client across the Financial sectors and is responsible for delivering responsive, white-glove service while maintaining strong ticket ownership and documentation standards.
What they're looking for
- Excellent client service skills with the ability to deliver white-glove support
- Strong verbal and written communication skills, with the ability to adapt communication for technical and non-technical audiences
- Ability to demonstrate empathy, professionalism, and urgency when supporting clients and colleagues
- Strong prioritization, organization, and time-management skills in a fast-paced environment
- Process-oriented troubleshooting approach with clear documentation of findings, actions, and next steps
- Ability to work effectively under time constraints and manage multiple active requests
More about this role
The Enterprise Service Desk Analyst is a client-facing technical support role responsible for triaging, troubleshooting, resolving, and accurately escalating client and system-generated support requests.
This role serves as an initial point of contact for one of Abacus client across the Financial sectors and is responsible for delivering responsive, white-glove service while maintaining strong ticket ownership and documentation standards.
This role focuses on first-contact support, standard technical troubleshooting, ticket ownership, client communication, and timely escalation when issues require senior or engineering support.
- Serve as an initial point of contact for client and system-generated support requests.
- Provide white-glove technical support via phone, email, and remote support sessions.
- Communicate clearly and proactively with clients, IT Managers, Client Executives, and internal teams.
- Set appropriate expectations with clients regarding issue status, next steps, and escalation path.
- Ticket Management & Documentation
- Triage, prioritize, and manage assigned tickets in accordance with published processes and escalation guidelines.
- Accurately and promptly...
Browse similar: AI jobs · AI startup jobs · Startup jobs