lakshya dhawan

I’m an IT Service Desk professional with 21 months of experience delivering first-line technical support across voice, chat, and email. I focus on fast, accurate L1 incident resolution while keeping SLA and FCR targets on track in 24x7 environments.

In my recent role as a Technical Support Engineer, I handled OS-level, application, and connectivity incidents for enterprise customers, troubleshooting through Windows 10/11 issues and remote desktop sessions using Bomgar. I supported remote access problems by investigating VPN, DNS, TCP/IP, and proxy-related access issues.

I manage incidents and service requests in ITSM tools and CRM platforms, ensuring precise logging, priority tagging, categorisation, and well-documented escalations to L2. I also provide Microsoft 365 support for Outlook, Teams, and OneDrive while maintaining strong communication and ownership from ticket intake to resolution.

Before that, I worked as a Customer Support Associate, handling inbound voice and chat support and resolving account, order, and access issues within SLA windows. I bring an ITIL process awareness mindset and a continuous improvement approach to ticket handling, escalation coordination, and customer-focused problem solving.