Analyst, Service desk at AHEAD

Gurugram, Haryana, India

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

IT Services, Managed ServicesIndustries

Requirements

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
Basic understanding of identity and access management services such as Active Directory or Entra ID
Microsoft Azure / 365 applications and services OR Google Workspace/G-Suite
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
Proficient at English, both written and verbal
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

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

Incident Management

Ticket Queue Monitoring

Troubleshooting

Desktop Hardware

Operating Systems

Remote Access

User Account Management

Job Scheduling

Triage

Customer Support

AHEAD

Digital transformation and cloud consulting services

About AHEAD

AHEAD specializes in digital transformation services, focusing on helping medium to large enterprises modernize their IT infrastructure. The company offers a range of services including cloud migration, automation, and infrastructure optimization, primarily using Microsoft Azure. AHEAD's products work by providing tailored consulting and managed services that guide clients through the complexities of digital transformation. What sets AHEAD apart from its competitors is its deep expertise in cloud solutions and a strong client-centric approach, which has been validated by achieving Gold Cloud Platform Competency with Azure. The company's goal is to empower organizations to take control of their digital transformation journeys and achieve sustainable success.

Chicago, IllinoisHeadquarters

2007Year Founded

BUYOUTCompany Stage

Consulting, Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Health Insurance

401(k) Retirement Plan

Paid Vacation

Paid Sick Leave

Risks

Emerging cloud service providers offer similar services at lower costs.

Rapid technological advancements may outpace AHEAD's solution updates.

Economic downturns could reduce spending on digital transformation projects.

Differentiation

AHEAD specializes in digital transformation with a focus on cloud solutions.

The company achieved Gold Cloud Platform Competency with Microsoft Azure.

AHEAD offers tailored solutions for cloud migration and infrastructure optimization.

Upsides

Increased demand for hybrid cloud solutions aligns with AHEAD's expertise.

Growing interest in AI-driven IT operations presents new opportunities for AHEAD.

The rise of edge computing offers AHEAD opportunities in edge-to-cloud solutions.

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