Headline

Service Desk Analyst | Escalation & Incident Management | ITIL | ServiceNow | Walmart & Amazon | Willing to Relocate

About

Service Desk professional with 2+ years of experience supporting enterprise clients including Walmart and Amazon across high-volume, multi-channel environments (calls, chat, email, and messaging). I specialise in escalation management, incident resolution, and knowledge base management — managing 50+ weekly critical escalations with a consistent 95%+ CSAT score and zero SLA breach record across both roles. What I bring to the table: ✅ End-to-end escalation ownership — from triage to resolution to documentation ✅ Incident management aligned to ITIL fundamentals ✅ Knowledge base authoring and continuous improvement ✅ Cross-functional team coordination across global environments ✅ Strong written and spoken English with empathetic, customer-first communication ✅ MS Excel reporting, dashboard management, and data accuracy Currently pursuing ITIL Foundation v4 and MOS Excel certification to deepen my technical capabilities. I am actively looking for Service Desk, CX Operations, and Application Support roles in Hyderabad. Open to relocation immediately.

Location

Lucknow

Work experience

Operations Associate at AcuittyTech, Dec 2024 - Present · 1 yr 7 mos, Lucknow, Retail Operations • Inventory Management • Store Coordination • Order Processing • Customer Support • Data Entry • MS Excel • Team Collaboration • Time Management

Virtual Customer Support at Amazon, Aug 2024 - Present · 1 yr 11 mos, Lucknow, Uttar Pradesh, India

Education

BCA, Computer Systems Networking and Telecommunications, CITY COLLEGE OF MANAGEMENT, TIWARIGANJ

Rani Laxmi Bai Memorial School (R.L.B.)