Open to opportunities

Sumit Kad

@sumitkad

Message

IT Service Desk Senior Analyst specializing in ServiceNow ITSM support and troubleshooting.

India

Message

What I'm looking for

I’m looking for an IT service desk/ITSM role where I can own end-user support, resolve incidents and requests in ServiceNow, handle major incidents, and improve service restoration—using remote tools and strong troubleshooting within SLAs.

I’m a Senior Analyst with 2 years of experience in IT workplace service desk support, acting as the first and single point of contact for end-user technical support in enterprise environments.

I manage incidents and service requests using ServiceNow ITSM, provide major incident support, and resolve issues within defined SLAs. I also perform hardware and software troubleshooting for laptops and desktops, including application configuration and issue diagnosis.

On the identity and communication side, I support Active Directory (including password resets), assist with Microsoft Outlook (profile configuration, add-in troubleshooting, shared mailbox access), and support Intune configuration. I provide remote technical assistance using Microsoft Teams, WebEx, and GoToAssist, and troubleshoot mobile devices for corporate use (iOS/Android) plus printer, browser, and driver-related issues.

Experience

Work history, roles, and key accomplishments

Current

Service Desk Analyst

Current

HCL Technology

Mar 2024 - Present (2 years 4 months)

Act as a first point of contact for end-user technical support, handling incidents and service requests in a service desk environment for the Allianz client. Perform ServiceNow ITSM case management and provide remote hardware/software troubleshooting within defined SLAs, including Active Directory and Microsoft Outlook/Intune support.