Headline

IT Helpdesk Senior Associate | L1.5 Advanced Technical Support @ NTT DATA | ITSM | ServiceNow | Exchange Server | Global Helpdesk Support (AMER/EMEA/APAC) @ NTT DATA

About

I genuinely enjoy solving problems that others find frustrating — there's something satisfying about turning a user's bad day into a resolved ticket. Over 3 years in IT support, that curiosity has taken me from a front-line service desk to handling enterprise-level escalations across three global regions. IT support professional with 3+ years of experience across global enterprise service desk and advanced technical support environments. Currently at NTT DATA as an IT Helpdesk Associate at the L1.5 Advanced Technical Support (ATS) level. I handle complex escalated tickets involving Microsoft Exchange Server, Box account administration, QAD ERP, SBM, and Trackwise — serving users across AMER, EMEA, and APAC regions through ServiceNow. I started my NTT DATA journey on the front line — managing high volumes of calls, live chats, and tickets as a Service Desk Agent. My consistent performance led to my promotion to ATS in May 2025, where I handle more complex, cross-functional cases and have served as SPOC (Single Point of Contact) for morning shift operations on multiple occasions. Before NTT DATA, I worked as a Junior Support Engineer at Diya Systems, developing skills in manual testing, network security, and SSL certificate management. Open to: Networking | ITSM opportunities | IT Helpdesk & Service Desk community connections.

Location

Bengaluru

AI stack

claude

codex

Canva Magic Studio

ChatGPT

ChatGPT Images

Microsoft Copilot

Work experience

L1.5 Advanced Technical Support (ATS) at NTT DATA, May 2025 - Present · 1 yr 7 mos, NTT DATA is a global IT services leader. In this role I progressed from Service Desk Agent to L1.5 Advanced Technical Support, handling complex enterprise issues for users across three global regions. Resolve complex escalated tickets on Microsoft Exchange Server — mailbox issues, distribution groups, permissions, and access management Administer Box accounts — creation, modification, access control, and user troubleshooting Manage QAD ERP user accounts — creation, role assignment, and modification for enterprise clients Handle SBM and Trackwise tickets — creation, routing, and modification for regulated workflows Serve as SPOC for morning shift operations on multiple occasions — coordinating team priorities and communicating directly with end users Support global users across AMER, EMEA, and APAC regions, adhering to regional SLAs Use ServiceNow as the primary ITSM platform for all incident and request management

HelpDesk Senior Associate at NTT DATA, Apr 2023 - Present · 3 yrs 8 mos, Managed high-volume inbound calls, live chats, and email tickets for enterprise end users Diagnosed and resolved L1 incidents: password resets, access issues, software faults, and connectivity problems Logged all interactions in ServiceNow, ensuring accurate documentation and SLA compliance Escalated incidents to L2/L3 teams with clear handover notes to minimise resolution time Maintained strong user satisfaction and quality scores across all support channels

Junior Support Engineer at Diya Systems, Mar 2022 - Dec 2022 · 10 mos, Mangaluru, Karnataka, India, Conducted manual testing — functional, regression, and UAT — to validate software quality before release Managed SSL certificate lifecycle: installation, renewal, and troubleshooting for secure communications Assisted with network security monitoring and best-practice implementation Documented incidents and resolutions to support team knowledge base and reduce repeat tickets

Education

Bachelor of Engineering - BE, Computer Science, GSSSIETW