Analyst, Service Desk

AHEAD; Gurugram District; On-site; INR 420,000 - 660,000; Full time

Benefits offered by this job

Comprehensive health insurance

Paid time off and holidays

Flexible work arrangements

Learning and development opportunities

Employee wellness initiatives

Retirement and statutory benefits

Inclusive and people-first culture

Job summary

AHEAD is seeking an Analyst for its Managed Services team to provide daily system support for desktop hardware, operating systems, and applications. You will handle incident tickets, monitor queues, and assist customers across multiple regions.

The role emphasizes troubleshooting across Windows environments, IAM, and cloud technologies, with a focus on documentation, adherence to SOPs, and effective communication in English. Flexible work arrangements and growth opportunities are offered.

Qualifications

• At least 2 years in Help Desk/Service Desk, enterprise experience preferred.
• Proficient with Windows 10/11 and Windows Server OS.
• Basic understanding of identity and access management services (Active Directory/Entra ID).
• Experience with Azure / 365 apps and services.

Responsibilities

• Take client calls from US and other countries and open incidents or requests.
• Monitor ticket queue and respond to incidents/requests per severity.
• Triages calls and aims to resolve on the first contact.
• Troubleshoot end-user hardware and remote access.
• Investigate issues across datacenter and cloud technologies.
• Manage user accounts and password resets; adjust group membership.
• Follow SOPs and SOPs and document troubleshooting steps.
• Perform administrative duties to support Service Desk operations.

Skills

Help Desk/Service Desk

Windows 10/11

Windows Server OS

IAM/Active Directory Entra ID

Azure / 365

Citrix / VMware HorizonView / AVD

Remote access troubleshooting

Root cause analysis

English communication

Education

Tools

ServiceNow

ITSM platforms

Remote Desktop Protocol

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.