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VA

Varshan A

Senior Technical Process Executive · IT Service Desk Analyst

Krishnagiri, Tamil Nadu, India

@varshana22321366

0 followers

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About

IT Service Desk Analyst providing first-line technical support for global end users, with strong performance in SLA compliance, CSAT, and first contact resolution. Experienced in incident and service request management, troubleshooting Windows/Microsoft 365 environments, and supporting team members as an acting SME.

Experience

  • Senior Technical Process Executive (Acting SME)
    Infosys BPM · Pune, India
    2025 – Present

    Deliver first-line technical support to Cummins end users across all regions via phone, chat, email, and the self-service portal. Handle incident and service request management in ServiceNow, troubleshoot Windows, Microsoft 365, Outlook, Teams, OneDrive, VPN, network/Wi-Fi, printers, hardware, software, and Remote Desktop issues, perform Active Directory administration, provide remote support, escalate complex issues to L2/L3 teams, act as SME, and onboard/train new joiners.

Education

  • B.E.
    Anna University
    Electronics and Communication Engineering (ECE) · 2019 – 2023

Skills

1 to 2 years 1 to 2 years A year or two of steady use.
SLA management Technical Support Incident management Escalation Management Service Request Management Knowledge base documentation
<3 months <3 months Just getting started - under three months. This is also what shows when a level has not been set.
First Contact Resolution

Tools / apps / platforms

1 to 2 years 1 to 2 years A year or two of steady use.
Zoom ServiceNow Microsoft 365 Microsoft Outlook Microsoft Active Directory

Courses & certifications

  • Customer Service Refresher / Service Desk Basics (CSA)
  • Service Desk Basics (SDB)
  • ITIL 4 Foundation

🏆 Achievements & awards

  • Outstanding Player (SOW/CSAT) · 2026
  • Quality Star · 2026
  • Outstanding Player (Chat – CSAT & FCR) · 2026
  • Customer Experience Champion (Chat – CSAT) · 2026
  • Quality Champion · 2026

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