Gourav User

I’m an IT Service Desk Analyst focused on being the first point of contact for end users—monitoring and responding through an IT service portal, prioritizing tickets, and resolving issues on Windows 11 and mac-compatible workstations. I handle deskside-level troubleshooting for hardware, software, and systems, including desktops, laptops, printers, and meeting-room AV equipment like Microsoft Teams Rooms and Polycom AV systems, and I coordinate with vendors on warranty repairs when needed.

I also support onboarding by setting up new employee desks and equipment (remote and onsite), provisioning accounts and mobile devices, and deploying standard images and software. Using Active Directory for user/computer group assignment and Microsoft 365 Administration for configuration needs, I maintain accurate equipment/software/license inventory with IT Glue, document procedures and self-help resources, and continuously look for ways to improve IT service desk processes.