Sidhant Parab
@sidhantparab
Service Desk Analyst delivering white-glove IT support with 90%+ FCR and 95–100% CSAT.
ZimbabweWhat I'm looking for
I’m a Service Desk Analyst with 4+ years of experience in IT infrastructure support and incident management. I focus on operational continuity by restoring service fast, troubleshooting proactively, and advocating for users with empathetic, white-glove assistance.
In my current role, I orchestrate resolution of 4,000+ support tickets while maintaining a 4–8 minute turnaround time under strict SLAs. I consistently achieve 90%+ First Call Resolution (FCR) by diagnosing root causes on first contact, and I drive 95–100% CSAT through active listening and tailored problem solving.
Alongside ticket resolution, I manage Identity and Access Management in Active Directory (secure password resets and permission audits) and partner with Level 2 and Level 3 teams to address systemic infrastructure issues. Previously, as a System and Network Administrator, I reduced system downtime by an estimated 70% through proactive monitoring, supported Cisco switches and firewalls, and maintained backup logs and VM snapshot verification for disaster recovery readiness.
Experience
Work history, roles, and key accomplishments
Service Desk Analyst
Frontline Managed Services
Mar 2023 - Present (3 years 4 months)
Managed high-volume service desk support, resolving 4,000+ tickets with 4–8 minute turnaround while meeting SLA targets. Achieved 90%+ First Call Resolution and 95–100% CSAT through root-cause diagnosis, proactive troubleshooting, and escalation to Level 2/3 engineering teams.
System and Network Administrator
Carvalho Business Solutions
Dec 2021 - Oct 2022 (10 months)
Administered a heterogeneous Windows environment and managed end-to-end workstation lifecycle (installation to secure decommissioning). Implemented proactive monitoring and preventative maintenance to reduce system downtime by ~70%, and collaborated on Cisco switch and firewall configuration while maintaining backup and snapshot-based disaster recovery readiness.
Computer Technician
Global Computer Services
Jun 2018 - Aug 2018 (2 months)
Completed an intensive IT support training program and performed component-level hardware diagnostics and repairs. Supported physical deployment of networked systems by connecting workstations to peripherals and validating connectivity.
Education
Degrees, certifications, and relevant coursework
Government Polytechnic Panaji
Diploma, Computer Engineering
2016 - 2019
Completed a Diploma in Computer Engineering at Government Polytechnic Panaji from 2016 to 2019.
Global Computer Services
Computer Technician Training, Computer Technician
2018 - 2018
Completed an intensive IT Support training program at Global Computer Services, including hands-on mentorship over approximately 8 weeks.
Availability
Location
ZimbabweAuthorized to work in
Job categories
Skills
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