Analyst, Service Desk

AHEAD; India; On-site; INR 350,000 - 550,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Flexible work arrangements

Learning and development

Wellness programs

Retirement benefits

Job summary

AHEAD in India seeks an Analyst for its Managed Services team to provide daily system support for desktop hardware, operating systems, and applications, including incident and request ticket handling from US and other countries.

You will monitor queues, perform first-contact resolution, manage user accounts, and document troubleshooting steps, while following SOPs and ITSM processes. Strong English and technical reading skills are essential.

Qualifications

• 2+ years Help Desk/Service Desk experience, enterprise level preferred.
• Proficiency with Windows 10/11 and Windows Server OS.
• Basic understanding of identity and access management (e.g., AD).
• Experience with ServiceNow or similar ITSM platform is a plus.
• Strong written and verbal English skills.

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 range of datacenter and cloud technologies
• Perform User Account management including creation/deletion, resetting passwords
• Use SOPs and knowledge bases to guide work
• Detailed notetaking of troubleshooting steps
• Fulfill admin duties to support Service Desk operations and documentation

Skills

Help Desk

Incident management

First-time resolution

Customer support

English proficiency

Tools

Windows OS

Windows Server OS

Azure / 365

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.

AtAHEAD, 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,anddo not discriminatebased onan individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, maritalstatus,or any other protected characteristic under applicable law, whether actual or perceived.

We embraceall candidatesthatwillcontribute to the diversification and enrichment of ideas andperspectives atAHEAD.

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
• Activelymonitorthe ticket queue, proactivelyidentifying, 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 systemand 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,maintainingdocumentationand 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
• Mustpossessa 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,VmwareHorizonViewand 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
• Coretroubleshooting -the ability to Independently figure out the root of a problem through logicalmethodologyand 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 insurancecoverage 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 opportunitiesto support continuous growth and upskilling
• Employee wellness initiativesand programs focused on physical and mental well-being
• Retirement and statutory benefitsin line with India regulations
• Inclusive and people-first culture, with a strong focus on collaboration and ownership