{"id":87734,"url":"https://alion.io/job/ahead-analyst-service-desk","title":"Analyst, Service Desk","company":{"id":3614,"name":"AHEAD","domain":"ahead.com","url":"https://alion.io/company/ahead","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"B","score":75,"open_postings":46,"ghost_share":0,"stale_share":0.783,"repost_share":0,"time_to_fill_p50_days":73,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gurgaon, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-03-24T06:28:59Z","employer_posted_date":"2026-03-24","last_verified_at":"2026-10-25T10:52:50Z","board_verified":true,"closed_at":null,"days_open":215,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":214},"description":"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.\nResponsibilities\nTake client phone calls from US and other countries, open Incident or Request tickets\n\nActively monitor the ticket queue, proactively identifying, classifying, and responding to incidents and requests\n\nTriage customer calls per specified severity levels\n\nExecute first attempt to resolve the customer call\n\nTroubleshoot end user hardware, operating system and remote access\n\nInvestigate and troubleshoot technical issues across a diverse range of datacenter and cloud technologies\n\nPerform User Account management including creation/deletion of user accounts, resetting passwords and group membership\n\nUse existing best practice guides, Standard Operating Procedures, and work instructions to guide your work\n\nDetailed notetaking of troubleshooting steps performed\n\nFulfill administrative duties to support Service Desk operations, including proper ticket handling, maintaining documentation and adhering to communication standards\n\nSkill & Experience\nMinimum 2 years (3+ preferred) Help Desk/Service Desk experience, preferably at the enterprise level, supporting internal and external users.\n\nWindows 10/11, Windows Server OS\n\nMust possess a basic understanding of identity and access management services such as Active Directory or Entra ID.\n\nMicrosoft Azure / 365 applications and services.\n\nFamiliar with and experience working in Virtual Desktop environments such as Citrix, Vmware HorizonView and Azure Virtual Desktop (AVD)\n\nWorking knowledge of troubleshooting network and remote access issues\n\nTroubleshooting end user hardware including laptop/desktop, Printers, docking station and remote access\n\nCore troubleshooting - the ability to Independently figure out the root of a problem through logical methodology and process of elimination.\n\nAdditional Requirements\nMust be proficient at English, both written and verbal\n\nMust be able to read and understand technical documentation such as Knowledgebase Articles (KBAs), Standard Operation Procedures (SOPs) and \"How To\" guides\n\nExperience with ServiceNow or similar ITSM/Ticketing platform","description_format":"text","description_chars":2592,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Managed IT Services (MSP)","AI Consulting & Integration","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-03-24T06:28:59Z"},{"event":"close","at":"2026-09-10T07:49:15Z"},{"event":"reopen","at":"2026-09-21T14:21:44Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.273,"p_room":0.28,"age_days":214,"expected_fill_days":73,"reasons":["conf:2","stale_co","velocity","win:tail","crowd:junior,brand"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/ahead-analyst-service-desk","json_url":"https://alion.io/job/ahead-analyst-service-desk.json","meta":{"generated_at":"2026-10-25T13:11:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18658,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3614},"rest":"https://alion.io/mcp/rest/get_company?id=3614"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fahead-analyst-service-desk"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fahead-analyst-service-desk"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fahead-analyst-service-desk"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ahead-analyst-service-desk\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fahead-analyst-service-desk"}]}