Open to opportunities

Suryansh Sahrawat

@suryanshsahrawat

Desktop Support Engineer (L1/L2) delivering end-user support, troubleshooting, and SLA-driven service for enterprise IT.

India

Message

What I'm looking for

I want to grow into a Desktop Support Team Lead / Service Desk Lead role—leading high-volume end-user support, driving SLA compliance, improving incident workflows, and guiding the team through complex troubleshooting.

I’m a Desktop Support Engineer (L2) with ~3+ years of experience providing end-user support, troubleshooting hardware/software issues, and maintaining enterprise IT environments. I focus on incident management and keeping business operations moving with minimal downtime.

At Wipro Limited, I provided L1/L2 support for 200+ users across desktops, laptops, printers, and mobile devices. I managed user accounts, password resets, and access permissions using Active Directory, and configured Microsoft Office 365 and Outlook email services. I also diagnosed network connectivity issues (DNS, DHCP, VPN), handled requests through ticketing tools like ServiceNow/Jira/ManageEngine, and maintained SLA compliance.

I’m now seeking to progress into a Desktop Support Team Lead / Service Desk Lead role. I enjoy guiding junior support engineers, prioritizing tickets during peak workload periods, and improving knowledge documentation for recurring issues.

Experience

Work history, roles, and key accomplishments

Desktop Support Engineer

Wipro Limited

Dec 2022 - Dec 2025 (3 years)

Provided L1/L2 end-user support for 200+ users across desktops, laptops, printers, and mobile devices, troubleshooting hardware, OS, and application issues to minimize downtime. Managed user access via Active Directory, supported Microsoft Office 365/Outlook, and handled incidents/service requests through ticketing tools with SLA compliance.