Manasa Gandikota

I’m a Service Desk Engineer with hands-on experience supporting global users using ServiceNow. I handle incidents and requests, ensure SLA adherence, and keep IT operations running smoothly through clear communication and structured problem-solving.

In my current role, I troubleshoot OS, hardware, application, and network connectivity issues, including account management, access-related incidents, and password resets. I also document issue resolutions in a knowledge base to improve team efficiency.

I’m particularly strong in Incident & Request Management, Root Cause Analysis, and ITIL-based processes. I coordinate with L2/L3 teams for escalations and follow-ups, and I provide technical support for GE Healthcare operations.

I’m also building skills in cloud technologies and automation, and I enjoy turning ideas into practical solutions. My academic project work—automated street lights and manhole detection/reporting—strengthened my ability to design and deliver systems that improve public safety.