Rittika Chatterjee
@rittikachatterjee
Senior Service Desk Analyst focused on L2 transition and asset management
IndiaWhat I'm looking for
I am a dedicated IT support specialist with 3+ years of experience providing service desk and end-user support at enterprise scale, including roles at Accenture and Cognizant. I have supported 1000+ global employees, managed ticket lifecycles in ServiceNow, and worked extensively with Active Directory, Windows, Azure AD and ITIL workflows.
I deliver measurable results—conducting RCAs that reduced ticket volume by 18%, creating SOPs that cut repeat queries by 22%, and maintaining 95%+ SLA compliance—while mentoring junior analysts. I am seeking to transition into an L2 Support or Asset Management role where I can apply advanced troubleshooting, strengthen asset lifecycle processes, and continue to improve operational SLAs.
Experience
Work history, roles, and key accomplishments
ACSenior Service Desk Analyst
Accenture
Mar 2023 - Present (2 years 5 months)
Delivered end-user support to 1,000+ global employees, resolving escalated hardware, OS, AD, and VPN issues within SLA while managing ticket lifecycle in ServiceNow; conducted RCA that reduced ticket volume by 18%. Trained and mentored junior analysts on ITIL best practices and common troubleshooting methods.
CSService Desk Associate
Cognizant Technology Solutions
Apr 2022 - Feb 2023 (10 months)
Provided first-contact IT support for login/access, Outlook, and printer/network issues, maintained and updated asset records, and ensured 95%+ SLA compliance; authored SOPs that reduced repeat queries by 22%.
Education
Degrees, certifications, and relevant coursework
UCUniversity of Calcutta
Bachelor of Commerce (Honours), Commerce
2017 - 2020
Completed Bachelor of Commerce (Honours) at the University of Calcutta from 2017 to 2020.
Gokhale Memorial Girls' School
Higher Secondary Certificate, Higher Secondary Education
2016 - 2017
Completed Higher Secondary Certificate (H.S.C.) at Gokhale Memorial Girls' School in 2016–2017.
Bidya Bharati Girls High School
Secondary School Certificate, Secondary Education
2015 - 2016
Completed Secondary School Certificate (S.S.C.) at Bidya Bharati Girls High School in 2015–2016.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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