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Analyst, Service desk

Analyst, Service desk

Ahead

2 - 7 years

1 - 3 Lacs

gurugram

Posted:22 hours ago| Platform:

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Skills Required

google it service desk servicenow vmware horizon view service desk vmware networking helpdesk esxi technical support itsm ticketing vsphere microsoft windows vcenter dhcp

Work Mode

Work from Office

Job Type

Full Time

Job Description

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 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.

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

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Analyst, Service desk