--- title: 'Analyst, Service Desk at AHEAD' canonical: 'https://feeny.ai/job/analyst-service-desk-ahead-gurugram-ywd12e0xgfrj' type: 'job' last_seen: '2026-10-16' --- # Analyst, Service Desk at AHEAD - **Company:** AHEAD - **Location:** Gurugram, India - **Employment:** full-time - **Work type:** onsite - **Posted:** 2026-03-24 - **Last confirmed live:** 2026-10-16 - **Apply:** https://jobs.lever.co/thinkahead/278094f8-d4e7-4efd-9ea3-ebd9061b0b28 ## 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. - 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. India Employment Benefits include: 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 ## About AHEAD ## Company Overview - **One-liner**: AHEAD is an engineering-led digital platform company that accelerates enterprise strategy into execution across AI, cloud, data, security, and infrastructure. - **Entity Type**: Private (Bootstrapped/PE-backed; no public funding rounds disclosed) - **Headquarters**: New York, New York, USA - **Founded**: 2007 - **Founders**: Dan Adamany (CEO) ## Core Business - **Primary industry/industries**: IT Services & Consulting, Digital Transformation, Managed Services - **Target customers**: Fortune 1000 enterprises, large-scale organizations with complex, multi-domain IT estates (B2B, Enterprise) - **Mission or purpose statement**: To accelerate strategy into execution, engineering integrated solutions across infrastructure, applications, data, and security — building what others only blueprint. ## Products & Services - **AI Transformation**: A unified AI fabric to accelerate AI from idea to business value, including AI-enabled infrastructure and data readiness. *(Service)* - **AI Enabled Infrastructure**: Scalable, resilient architectures supporting high-performance workloads from core to edge. *(Service)* - **Data Platform Modernization**: Governed data platforms that turn raw data into trustworthy insight and AI readiness. *(Service)* - **Secure and Resilient Architectures**: Platforms designed to reduce risk, limit impact, and recover quickly. *(Service)* - **Platform and Workload Modernization**: Modernizing platforms and optimizing workloads across cloud, data center, and edge. *(Service)* - **Operational Excellence**: Frictionless operations, predictable performance, and optimized spend. *(Service)* - **Managed Services**: Ongoing management of critical systems over their entire lifecycle. *(Service)* - **Proprietary IP (Foundry™, Hatch™)**: Accelerators, financial models, scorecards, integration-ready code, and policy-as-code. *(Software/Tooling)* - **400+ APIs & Custom Offerings**: Frameworks that integrate multiple platforms for automation, data sandboxes, and ML/AI exploration. *(Platform)* ## Market Standing - **Valuation/Market Cap**: Not publicly available (Private company) - **Key Metric**: **Gross Revenue** of **$3.7 billion** (as of 2024, following the acquisition of CDI); **2,500+ employees** across 40 locations globally. - **Notable Investors/Partners**: Partners with **200+ technology providers** (e.g., major cloud, data center, security, and automation vendors). The company is backed by private equity (likely a growth/PE structure, though specific investors are not named in the provided materials). - **Growth Signals**: Scaled from a Midwest focus to national and international coverage through **12 acquisitions since 2019**; expanded service portfolio into data, app dev, custom manufacturing, and global logistics via M&A; recent acquisition of CDI (New York-based) added significant scale. ## Competitive Advantages - **Orchestration Expertise**: Ability to stitch together complex, multi-vendor systems into cohesive, scalable architectures — a differentiator in an increasingly fragmented IT landscape. - **Full-Stack Engineering**: Deep expertise across AI, cloud, data, security, infrastructure, and operations, applied in an integrated fashion. - **Unified Delivery Model**: One team, one roadmap, one owner held accountable for driving outcomes, from strategy through implementation and ongoing operations. - **Consultative Approach**: Engages early to architect transformation roadmaps, not just as a reseller of hardware/software. - **Proprietary IP (Foundry™, Hatch™)**: Unique accelerators and code libraries that de-risk and speed up client digital initiatives. ## Strategic Focus - **Current priorities**: Accelerating enterprise AI adoption; expanding managed services; deepening capabilities in data, security, and cloud; continuing M&A strategy to add geographic coverage and new service lines. - **Direction for growth**: Becoming the go-to strategic partner for Fortune 1000 leaders navigating the complexity of modern IT, with a focus on accountability from design to operations. ## Why Work Here - **Culture highlights**: Engineering-led organization with a strong emphasis on technical depth, ownership, and accountability. Described as a "game-changer in tech" that values innovation and execution. - **Remote/hybrid/office policy**: Likely hybrid/office-based given the nature of client-facing consulting and infrastructure work; 40 global locations suggest flexibility in location. - **Notable perks or engineering culture**: Opportunity to work with cutting-edge technologies across AI, cloud, security, and data at massive scale; exposure to Fortune 1000 clients and complex transformations; strong focus on IP development and engineering excellence; clear growth trajectory through acquisitions and expansion. ## Sources 1. [AHEAD Official Website](https://www.ahead.com/) 2. [AHEAD Story Page](https://www.ahead.com/story/) 3. [AHEAD Leadership Page](https://www.ahead.com/leadership/) 4. 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