About
IT Service Desk professional with 1.4 years of experience providing first- and second-line technical support in enterprise environments. Experienced in incident logging, troubleshooting, and resolving hardware, software, network, and Active Directory issues within ITIL-aligned processes.
Experience
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Technical Service Desk Engineer / IT Support SpecialistOutworx SolutionsJul 2025 – Present
Provide Level 1/Level 2 technical support to end users of PwC as part of the Outworx Solutions service desk team. Log, categorize, and resolve IT service desk tickets end-to-end in line with ITIL Incident Management practices using ServiceNow. Resolve P3 and P4 priority tickets within defined SLA timelines, minimizing disruption to end users. Troubleshoot hardware, software, network connectivity, and application issues for desktops and laptops. Perform password resets, account unlocks, and user access management in Active Directory. Configure and troubleshoot VPN connections for secure remote access. Set up and support local and network printers, scanners, and multifunction devices. Install, configure, and update operating systems, security patches, and productivity software. Perform remote support using remote desktop tools to diagnose and resolve user issues. Prioritize and triage incoming tickets by urgency and business impact, escalating unresolved or high-priority issues to the correct resolver teams. Maintain accurate documentation of incidents, resolutions, and knowledge base articles.
Education
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2025
Bachelor of Technology (B.Tech)Tempcity Institute of Technology & EngineeringComputer Science · Jul 2021 – Jul 2025