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Shaik Javeed

@shaikjaveed1

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IT Service Desk Analyst at HGS who resolved 40–50 daily tickets while maintaining 95%+ CSAT.

India

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What I'm looking for

I'm seeking opportunities in Hyderabad, Bangalore, Chennai, Mumbai, remote roles in India, or the UAE/Gulf.

At HGS, I delivered enterprise IT Service Desk support across voice, email, chat, and remote-support channels, resolving 40–50 tickets daily while maintaining 95%+ CSAT. I supported users with Windows, Microsoft 365, and access issues, and handled incidents and requests in ServiceNow/ITSM within SLA targets.

At Wipro, I provided L1/L2 support and assisted users with password resets, MFA, and access requests. I supported VIP users and coordinated complex escalations with L2/L3 teams, following ITIL v4 practices.

Experience

Work history, roles, and key accomplishments

IT Service Desk Analyst / IT Support

HGS

Nov 2025 - Jun 2026 (7 months)

Delivered enterprise IT Service Desk support across voice, email, chat, and remote-support channels, resolving 40-50 tickets daily while maintaining 95%+ CSAT. Troubleshot Windows 10/11, Microsoft 365, Outlook, Teams, VPN, printer, network, application, hardware, and software incidents for 500+ end users.

ServiceNow ITSM ITIL V4 Incident Management Request Fulfillment SLA Management Windows 10 11 Microsoft 365 Outlook Teams VPN Active Directory Azure AD Microsoft Entra ID MFA Remote Support Knowledge Base

IT Service Desk Analyst / IT Support

Wipro

Mar 2023 - Nov 2025 (2 years 8 months)

Provided L1/L2 enterprise IT support through phone, email, instant messaging, and remote-support channels, including high-volume inbound voice support (40+ calls/tickets daily). Diagnosed and resolved Windows, Microsoft 365, Outlook, Teams, VPN, application, hardware, software, and network connectivity issues for a 1,000+ user enterprise environment.