Analyst, Service desk

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 individuals 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. 
• Advanced communication level and customer handling skills
• Tools - Service Now, AD, App support, end user support etc