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AHEAD
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Service desk Analyst

Service desk Analyst

AHEAD

2 years

0 Lacs

Gurugram Haryana India

Posted:22 hours ago| Platform:

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Skills Required

service automation analytics software voices drive support installation monitoring scheduling maintenance research logical triage resolve management troubleshooting documentation communication server azure citrix vmware network servicenow diversity training development certifications vision compensation

Work Mode

Remote

Job Type

Full Time

Job Description

AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.
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

Why AHEAD

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

USA Employment Benefits Include

Medical, Dental, and Vision Insurance
401(k)
Paid company holidays
Paid time off
Paid parental and caregiver leave
Plus more! See benefits https://www.aheadbenefits.com/ for additional details.

The compensation range indicated in this posting reflects the On-Target Earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location.

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Service desk Analyst