Nishith Raj

I’m an IT Service Desk Engineer with 4 years of experience in Service Desk and Technical Support, focused on Active Directory, IAM, and ITIL-based operations. I bring a strong customer-first mindset, consistently aiming for quick resolutions and dependable SLA compliance.

In my current role supporting global users (including VIP assistance), I deliver L1/L2 troubleshooting for laptops, desktops, printers, mobile devices, and Microsoft 365 applications. I manage user accounts, password resets, and group permissions across Active Directory and O365, while handling P1/P2 incidents and service requests in ServiceNow.

I specialize in Identity & Access Management—managing access rights through Active Directory and Azure AD, configuring SSO, and supporting secure enterprise access with role-based controls. I also work across device and security operations using Microsoft Intune for MDM/MAM, along with patch management to improve stability and protection.

I’m also deeply comfortable in ITIL/ITSM execution, including Incident, Problem, and Change Management, and I actively support root cause analysis and escalations. Across teams, I maintain documentation and knowledge base articles, coordinate during major incidents, and use remote tools like BeyondTrust and Rescue Lens to resolve issues efficiently.