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Akansh Dwivedi

@akanshdwivedi

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Senior helpdesk analyst delivering SLA-ready IT support, incident management, and enterprise endpoint troubleshooting.

India

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What I'm looking for

I’m looking for a role where I can deliver Level 1/2 service desk support, manage incidents in ServiceNow within SLA, and handle Windows/Microsoft 365, Active Directory, Intune, and remote troubleshooting—working closely with teams to resolve escalations and improve customer satisfaction.

I’m a Senior Helpdesk Analyst with 4+ years of experience in IT support, service desk operations, troubleshooting, and customer support. I focus on resolving incidents and requests quickly while protecting customer experience and SLA timelines.

At NTT DATA, I provide Level 1 and Level 2 support through calls, chats, and ticketing systems, handling incident and request management using ServiceNow. I troubleshoot Windows OS, Microsoft 365 (Outlook, Teams), VPN issues, printer problems, and network connectivity while managing escalations and documentation.

I’m strong in endpoint and identity support, including Active Directory password resets, account unlocks, group access, and user provisioning. I also support Microsoft Intune for device compliance, application deployment, and endpoint troubleshooting, and assist with Azure-related access and account management issues.

Earlier, as a Technical Support Executive and Technical Support Executive, I managed service desk tickets, supported software installation/activation/configuration, and improved first-call resolution using remote tools like Quick Assist, TeamViewer, RDP, and VNC. I’m comfortable coordinating with infrastructure and application teams, generating daily/weekly support reports, and adapting quickly in rotational, high-pressure environments.

Experience

Work history, roles, and key accomplishments

Current

Senior Helpdesk Analyst

Current

NTT Data

Oct 2025 - Present (7 months)

Provide Level 1/Level 2 IT support for end users via calls, chat, and tickets, managing incidents and requests in ServiceNow with SLA compliance. Troubleshoot Windows and Microsoft 365 issues, manage Active Directory and Intune/endpoint support, and perform remote diagnostics using Quick Assist/TeamViewer/RDP while escalating and documenting resolutions.

ServiceNow Windows OS Microsoft 365 Active Directory Microsoft Intune

Technical Support Executive

Stellar Data Recovery

Dec 2024 - Oct 2025 (10 months)

Handled customer queries for software installation, activation, and configuration, troubleshooting performance and compatibility issues. Managed service desk tickets, ensured timely resolutions, and maintained technical documentation and support reports.

Troubleshooting Service Desk Customer Support Documentation Reporting

Technical Support Executive

Teleperformance

Jan 2023 - Nov 2024 (1 year 10 months)

Provided technical support to Windows and Microsoft 365 users, resolving issues using remote troubleshooting tools including TeamViewer, VNC, and remote desktop. Addressed problems related to printers, connectivity, applications, and operating systems while maintaining strong first-call resolution and customer satisfaction.

Microsoft 365 Support Remote Desktop Applications TeamViewer VNC Printer Troubleshooting Troubleshooting Customer Support

Customer Support Executive

The Magicians

Feb 2021 - Aug 2022 (1 year 6 months)

Delivered customer support via calls, chats, and emails, handling queries and providing technical assistance. Ensured timely follow-ups and maintained customer satisfaction through clear communication and resolution tracking.

Customer Support Technical assistance Email Chat Support Communication Skills Documentation