Munjala Swapna

I’m an IT Service Desk Analyst with 4.5+ years of experience delivering enterprise IT support for global clients at Wipro Technologies, including the HSBC Global Help Desk and Dell EMC Secure Connectivity Gateway projects. I support 50,000+ enterprise users in a 24x7 environment while keeping incidents moving and resolutions within SLA targets.

I excel in resolving 15+ technical incidents daily and managing 30+ customer interactions per day through phone, email, and remote support. Using ServiceNow ITSM, I handle incident management and service request workflows with accurate documentation and compliance with ITIL processes.

My day-to-day work spans Microsoft 365/Office 365, Outlook, Microsoft Teams, SharePoint, and HCL Notes, along with Active Directory administration (password resets, account unlocks, provisioning, and access management). I also troubleshoot Windows operating system, desktop, laptop, printer, software, and application issues.

I’m particularly strong in assisting users with VPN connectivity, Citrix VDI access, and Microsoft Intune-related issues. I’ve been recognized through customer appreciation emails for timely issue resolution, excellent customer service, and dependable troubleshooting—plus I collaborate with L2/L3 teams to resolve complex incidents.