Senior Analyst, Service desk

18 hours ago

Gurgaon, Haryana, India Ahead Full time ₹ 12,00,000 - ₹ 36,00,000 per year
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 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
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 k)  - Paid company holidays  - Paid time off  - Paid parental and caregiver leave  - Plus more See benefits 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.  

  • Senior Service Desk Analyst

    1 week ago

    Gurgaon, Haryana, India crescendo global Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Job Description Senior Service Desk Analyst - 6 Years - Gurgaon Discipline: AnalyticsJob type: PermanentContact name: Vanshika KapoorContact email: Job ref: 76118Published: about 6 hours agoSenior Service Desk Analyst 6 Years - Gurgaon An exciting opportunity for a skilled Service Desk Analyst with 6 years of experience in IT Helpdesk/Service Desk...

  • Analyst, Service desk

    2 days ago

    Gurgaon, Haryana, India Ahead Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    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...

  • Analyst, Service desk

    4 days ago

    Gurgaon, Haryana, India AHEAD Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    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...

  • Analyst, Service desk

    3 days ago

    Gurgaon, Haryana, India AHEAD Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    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...

  • Analyst, Service desk

    4 days ago

    Gurgaon, Haryana, India AHEAD Full time ₹ 40,00,000 - ₹ 80,00,000 per year

    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...

  • Analyst, Service desk

    13 hours ago

    Gurgaon, Haryana, India Ahead Full time ₹ 6,00,000 - ₹ 12,00,000 per year

    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....

  • Service desk Analyst

    5 days ago

    Gurgaon, Haryana, India AHEAD Full time ₹ 12,00,000 - ₹ 24,00,000 per year

    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...

  • Service Desk Analyst

    2 days ago

    Gurgaon, Haryana, India ThoughtSol Infotech Ltd. Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Key Responsibility Areas (KRA)Designation: Service Desk ExecutiveLocation: GurugramExperience: Minimum 2 yearsService Desk and IT SupportResponsible for logging IT issues through phone, email, chat, and web portal.Log, track, and resolve incidents using Manage Engine and ADX tools.Assign tasks to engineers and ensure timely closure.Ensure HP warranty and AMC...

  • Service Desk Analyst

    6 days ago

    Gurgaon, Haryana, India AXA XL Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    Service Desk AnalystGurgaon, Haryana, IndiaResponsible for delivering high-quality service that improves the overall colleague experience. Provide support for IT-related incidents and requests, ensuring agreed Service Levels are met, colleague expectations are managed and key targets are achieved. Contribute to the continual improvement of service delivery...

  • Service desk Analyst

    21 hours ago

    Gurgaon, Haryana, India Axa Xl Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    0-2 years of experience on Service Desk.Outstanding customer service skills and a customer first" mentality are a must.Advanced knowledge of IT principles and most supported systems and basic understanding of less commonly used systems.Subject matter ability in multiple areas of support.Strong technical knowledge and working experience with Microsoft...