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Analyst, Service Desk

AHEAD· Managed Services
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Gurugram, HaryanaFull-timePosted 7mo ago

About the role

AHEAD builds platforms for digital business and provides daily system support for desktop hardware, operating systems and applications within the Managed Services team. The role includes monitoring, triage, incident/request handling, user account management, and adherence to SOPs 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

Qualifications

  • 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
  • Basic understanding of identity and access management services such as Active Directory or Entra ID
  • Microsoft Azure / 365 applications and services
  • 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

Skills

Required:Customer/End-user supportIncident/Request management

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
  • Employee wellness initiatives and programs focused on physical and mental well-being
  • Retirement and statutory benefits in line with India regulations
  • Inclusive and people-first culture, with a strong focus on collaboration and ownership
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About AHEAD

Digital Platforms Engineered for Modern Enterprises

AHEAD accelerates the impact of technology on clients by engineering customized data, developer, and infrastructure platforms that improve IT operations.

Platform SolutionsInfrastructure ModernizationLifecycle ManagementSeamless Integration
Company profileWebsite

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