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Shruti Shah

@shrutishah7

Service Desk Analyst at Allstate who resolved enterprise IT incidents and supported executive and VIP users.

At Allstate, I provided L1 support for desktops, laptops, thin clients, and Citrix VDI, resolving incidents and service requests in ServiceNow within SLA timelines. I also supported executive and VIP users and authored ServiceNow Knowledge Base articles.

At Wipro, on the BT Openreach project, I provided Tier 1 service desk support for UK enterprise clients and maintained Knowledge Articles and SharePoint documentation. My work has included troubleshooting VPN and printer issues, managing Active Directory access, and imaging devices with SCCM.

Experience

Work history, roles, and key accomplishments

Analyst – Service Desk / L1 IT Support

Allstate

Jul 2021 - Sep 2025 (4 years 2 months)

Delivered L1 technical support for end-user systems including desktops, laptops, thin clients, and Citrix VDI environments. Managed incidents and service requests in ServiceNow, escalated to L2/L3, and supported executive users.

ServiceNow ITIL Incident Management Windows Office 365 Active Directory Citrix VDI VPN Cisco AnyConnect RSA SecurID SCCM Printer Support Splunk McAfee Knowledge Management

Technical Support Analyst – Service Desk

Wipro

Oct 2018 - Jun 2021 (2 years 8 months)

Provided Tier 1 Service Desk support for UK enterprise clients, handling incident logging, troubleshooting, and resolution within SLA timelines. Followed ITIL processes and maintained knowledge articles.