Senior Analyst, Service desk at AHEAD

Gurugram, Haryana, India

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

IT Services, Managed ServicesIndustries

Requirements

5 years (prefer 6+) Help Desk/Service Desk experience, preferably at the enterprise level
Prior experience with G Suite / Google Workspace is mandatory
Excellent troubleshooting and problem resolution skills
Ability to think and act independently when faced with a new or undocumented issue
Ability to determine whether issues are at local PC, virtual desktop or Cloud based server/applications
Windows 10/11 OS
Adept with the following Microsoft admin centers and able to complete basic tasks without guidance: 365 Admin Center, Exchange Admin Center, Entra Admin Center, Intune Admin Center
Working knowledge and understanding of the following Azure Services: Privileged Identity Management (PIM), Entra ID, Azure Virtual Desktop
Supporting Windows Server OS, Azure/M365 and Partner Center, Exchange, InTune, SharePoint, OneDrive, Teams
Virtual Desktop topology & support
Advanced troubleshooting - ability to determine root cause without assistance or documentation
Clear and concise communicator
Confident and able to perform all of the above with little to no need for guidance
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

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 and troubleshoot complex end user support issues
Act as escalation resource for the L1
Perform complex User Account Management (UAM) and Identity Access Management (IAM)
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

Service Desk

Incident Management

Ticket Queue Management

End User Support

Troubleshooting

User Account Management

Identity Access Management

IAM

Triage

Escalation

Monitoring

Job Scheduling

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.

Land your dream remote job 3x faster with AI

Try Jobo Free