Service Desk Analyst | IT Support

Delivered multichannel technical support to global end users through phone, email, chat, and remote desktop tools. Maintained strong first-contact resolution and customer satisfaction while supporting incidents and service requests.

Diagnosed and resolved P1–P4 incidents involving VPN connectivity, MFA configuration, password resets, hardware failures, software issues, and endpoint troubleshooting while meeting SLA and escalation requirements.

Administered user accounts in Microsoft Entra ID, including provisioning, deprovisioning, access modifications, and offboarding. Managed ServiceNow queues, maintained ticket documentation, authored knowledge base articles, and collaborated with L2 and global support teams on complex incidents.

Analyzed recurring incident patterns, identified root causes, and contributed recommendations to improve processes and reduce repeat ticket volume.

Served as the first point of contact for IT support requests, logging, categorizing, tracking, and documenting incidents through the ITSM ticketing system.

Troubleshot end-user hardware, software, and network connectivity issues. Escalated unresolved incidents to L2 support teams according to established escalation procedures.

Performed user account management activities including password resets, access provisioning, and deprovisioning in accordance with security and access-control policies. Contributed to knowledge base documentation to improve response times and service consistency.

Bachelor of Technology in Computer Science and Engineering.