Syed tabraiz
@syedtabraiz
Service Desk Analyst with 7+ years delivering SLA-driven IT support and resolving incidents for enterprise users globally.
IndiaWhat I'm looking for
I’m an experienced IT Service Desk professional with 7+ years of experience supporting enterprise users across US and UK environments. I focus on delivering reliable, SLA-driven service while turning tickets into resolutions that users can trust.
In my recent roles (Senior Service Desk Engineer / Senior Service Desk Analyst), I provide remote technical support, resolve incidents and service requests through ticketing systems, and support Microsoft Outlook, Microsoft 365, Active Directory, VPN, and MFA. I coordinate with resolver groups to keep issues moving and maintain SLA compliance.
I’m strong in end-user support and service desk operations, including account management, password resets, and user access support. I also bring hands-on experience with remote troubleshooting and technical troubleshooting across desktops, laptops, and mobile devices, with Windows OS, Remote Desktop support, and printer support.
Across my career—from Vodafone Global Services to ITC Infotech, Brillio, Persistent Systems, and Prolim Solutions—I’ve built a reputation for customer-focused ticket handling, escalation management, and consistent communication. I’m energized by work that combines technical depth with great service.
Experience
Work history, roles, and key accomplishments
Senior Service Desk Engineer
Prolim Solutions India Pvt Ltd
Feb 2023 - Feb 2026 (3 years)
Provided remote technical support for enterprise end users, resolving incidents and service requests via ticketing systems. Supported Microsoft Outlook and Microsoft 365, Active Directory, VPN, MFA, and user access needs while coordinating with resolver groups to meet SLA targets.
Senior Service Desk Analyst
Persistent Systems Pvt Ltd
Nov 2021 - Nov 2022 (1 year)
Delivered remote service desk support by investigating and resolving incidents and service requests through ticketing systems. Managed user access and password resets and supported Microsoft Outlook and Microsoft 365, Active Directory, VPN, and MFA in an SLA-driven environment.
Service Desk Analyst
ITC Infotech Pvt Ltd
Jul 2020 - Jun 2021 (11 months)
Provided remote technical support for end users, resolving incidents and service requests using ticketing systems. Supported Microsoft Outlook and Microsoft 365, Active Directory, VPN, and MFA, coordinating with resolver groups to ensure SLA compliance.
Service Desk Analyst
Brillio Technologies
Dec 2018 - Dec 2019 (1 year)
Supported enterprise end users remotely by troubleshooting and resolving incidents and service requests through ticketing systems. Managed account and access support including password resets while supporting Microsoft Outlook and Microsoft 365, Active Directory, VPN, and MFA.
Service Desk Executive
Vodafone Global Services (via Vcentric Technologies)
Dec 2016 - Apr 2018 (1 year 4 months)
Provided remote technical support for end users, resolving incidents and service requests via ticketing systems. Supported Microsoft Outlook and Microsoft 365, Active Directory, VPN, and MFA, and performed user account management and password resets to meet SLA requirements.
Education
Degrees, certifications, and relevant coursework
C.V. Raman University
Bachelor of Computer Applications (BCA), Computer Applications
Bachelor of Computer Applications (BCA) completed at C.V. Raman University.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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