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Senior Analyst, Service desk

Senior Analyst, Service desk

Ahead

5 - 10 years

2 - 4 Lacs

gurugram

Posted:2 days ago| Platform:

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Skills Required

it service desk servicenow itsm ticketing microsoft windows networking technical support remote support active directory incident management desktop support it helpdesk exchange server

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 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

Skill & Experience

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

Compute Infrastructure | Virtual Machines

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

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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Senior Analyst, Service desk