Analyst, Service Desk

AHEAD; Gurugram District; On-site; INR 600,000 - 750,000; Full time

Benefits offered by this job

Health insurance (Comprehensive)

Paid time off

Flexible work arrangements

Learning and development opportunities

Wellness programs

Retirement benefits

Inclusive culture

Job summary

AHEAD is seeking a Service Desk Analyst in India to support daily system operations across desktop hardware, OS, and applications, while handling ticketing and customer interactions. You will act as the primary contact for monitoring and managing the customer environment.

With 2+ years of Help Desk experience, you will troubleshoot across datacenter and cloud tech, manage user accounts, and follow SOPs and knowledge bases to drive effective solutions.

Qualifications

• Minimum 2 years (3+ preferred) Help Desk/Service Desk experience, preferably at the enterprise level, supporting internal and external users.
• Windows 10/11, Windows Server OS.
• Must possess a basic understanding of identity and access management services such as Active Directory or Entra ID.
• Microsoft Azure / 365 applications and services.
• Familiar with and experience working in Virtual Desktop environments such as Citrix, Vmware HorizonView and Azure Virtual Desktop (AVD).
• Working knowledge of troubleshooting network and remote access issues.
• Troubleshooting end user hardware including laptop/desktop, printers, docking station and remote access.
• Core troubleshooting - the ability to independently figure out the root of a problem through logical methodology and process of elimination.

Responsibilities

• Take client phone calls from US and other countries, open Incident or Request tickets.
• Actively monitor the ticket queue, proactively identifying, classifying, and responding to incidents and requests.
• Triage customer calls per specified severity levels.
• Execute first attempt to resolve the customer call.
• Troubleshoot end user hardware, operating system and remote access.
• Investigate and troubleshoot technical issues across a diverse range of datacenter and cloud technologies.
• Perform User Account management including creation/deletion of user accounts, resetting passwords and group membership.
• Use existing best practice guides, Standard Operating Procedures, and work instructions to guide your work.
• Detailed notetaking of troubleshooting steps performed.
• Fulfill administrative duties to support Service Desk operations, including proper ticket handling, maintaining documentation and adhering to communication standards.

Skills

Help Desk Experience

English Communication

Problem Solving

Tools

ServiceNow

Active Directory

Azure AD

Citrix

VMware Horizon View

Azure Virtual Desktop

Job description

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.

We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.

Our Analysts are a valued member of the Managed Services team providing daily system support for desktop hardware, operating systems and applications, installation, and modifications. Analysts troubleshoot system and end user problems, act as the primary contact for customers for monitoring and job scheduling of the customer environment, manage user accounts, perform limited desktop maintenance, research, and develop effective and logical solutions considering operational policies and information assurance requirements.

Responsibilities

• Take client phone calls from US and other countries, open Incident or Request tickets
• Actively monitor the ticket queue, proactively identifying, classifying, and responding to incidents and requests
• Triage customer calls per specified severity levels
• Execute first attempt to resolve the customer call
• Troubleshoot end user hardware, operating system and remote access
• Investigate and troubleshoot technical issues across a diverse range of datacenter and cloud technologies
• Perform User Account management including creation/deletion of user accounts, resetting passwords and group membership
• Use existing best practice guides, Standard Operating Procedures, and work instructions to guide your work
• Detailed notetaking of troubleshooting steps performed
• Fulfill administrative duties to support Service Desk operations, including proper ticket handling, maintaining documentation and adhering to communication standards

Skill & Experience

• Minimum 2 years (3+ preferred) Help Desk/Service Desk experience, preferably at the enterprise level, supporting internal and external users.
• Windows 10/11, Windows Server OS
• Must possess a basic understanding of identity and access management services such as Active Directory or Entra ID.
• Microsoft Azure / 365 applications and services.
• Familiar with and experience working in Virtual Desktop environments such as Citrix, Vmware HorizonView and Azure Virtual Desktop (AVD)
• Working knowledge of troubleshooting network and remote access issues
• Troubleshooting end user hardware including laptop/desktop, Printers, docking station and remote access
• Core troubleshooting - the ability to Independently figure out the root of a problem through logical methodology and process of elimination.

Additional Requirements

• Must be proficient at English, both written and verbal
• Must be able to read and understand technical documentation such as Knowledgebase Articles (KBAs), Standard Operation Procedures (SOPs) and "How To" guides
• Experience with ServiceNow or similar ITSM/Ticketing platform

Why AHEAD

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

India Employment Benefits Include

• Comprehensive health insurance coverage for employees, with options to extend coverage to dependents
• Paid time off and company holidays, along with additional leave benefits as per policy
• Flexible work arrangements, supporting work-life balance
• Learning and development opportunities to support continuous growth and upskilling
• Employee wellness initiatives and programs focused on physical and mental well-being
• Retirement and statutory benefits in line with India regulations
• Inclusive and people-first culture, with a strong focus on collaboration and ownership

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.