Analyst, Service Desk

About the role

AHEAD's Managed Services team seeks an Analyst, Service Desk to provide daily system support for desktop hardware, operating systems, and applications. The role involves troubleshooting end-user problems, managing user accounts, monitoring and scheduling jobs, and acting as the primary contact for customers across US and other countries. Based in Gurugram, Haryana, this is an on-site, full-time position requiring 1-3 years of experience.

What you’ll do

• 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
• Detailed notetaking of troubleshooting steps performed

What you’ll bring

• Minimum 2 years (3+ preferred) Help Desk/Service Desk experience, preferably at the enterprise level, supporting internal and external users
• Windows 10/11 and Windows Server OS proficiency
• Basic understanding of identity and access management services such as Active Directory or Entra ID
• Microsoft Azure and 365 applications and services knowledge
• Familiarity with Virtual Desktop environments such as Citrix, VMware HorizonView, and Azure Virtual Desktop (AVD)
• Working knowledge of troubleshooting network and remote access issues
• Proficiency in English, both written and verbal
• Ability to read and understand technical documentation such as Knowledgebase Articles (KBAs), Standard Operating Procedures (SOPs), and How To guides

Nice to have

Experience with ServiceNow or similar ITSM/Ticketing platform

Skills

Benefits

• 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
• Retirement and statutory benefits in line with India regulations