Headline

IT Service Desk Engineer | 4 Years in L1 Technical Support | ITSM · FreshService · SLA Management · Incident & Service Request Handling

About

IT support is all about one thing: making sure the person on the other end of the phone or chat isn't stuck for long. That's what I've built my career around. Over the past 4 years, I've worked as an IT Service Desk Engineer across multiple organisations — handling L1 technical support for incidents and service requests via phone, email, and chat. From troubleshooting hardware and software issues to logging and routing tickets in FreshService, managing SLA compliance, and coordinating escalations, I take ownership of every ticket I touch. I've had the chance to support users across diverse IT environments at Globetier Infotech, SDG, and Fifthnote (an Ensemble Health Partners company) — gaining hands-on experience with ticketing systems, Windows OS, Microsoft 365, Active Directory, and remote support tools. What I bring beyond the technical side is consistency: clear communication with users, disciplined ticket hygiene, and a calm approach even on high-volume days. I'm currently open to IT Service Desk, Help Desk, or L1/L2 Support roles where I can keep growing in ITSM. Feel free to connect or message me directly.

Location

Delhi

Work experience

IT Service Desk Engineer at Fifthnote- An Ensemble Health Partners Company, Jul 2025 - Dec 2025 · 6 mos, I used to provide Level 1technical support, troubleshooting hardware/software issues, managing ticketing systems, and ensuring SLA compliance. i was responsible for attending all incidents, Service request through phone, mail and chat.

IT Service Desk Engineer at Fifthnote- An Ensemble Health Partners Company, Jul 2025 - Jul 2025 · 1 mo, India, I used to provide Level 1technical support, troubleshooting hardware/software issues, managing ticketing systems, and ensuring SLA compliance. i was responsible for attending all incidents, Service request through phone, mail and chat.

IT Service Desk Engineer at SDG, Dec 2024 - Jun 2025 · 7 mos

IT Service Desk Engineer at Globetier Infotech, Dec 2022 - Jun 2025 · 2 yrs 7 mos, India

IT Service Desk Engineer at Globetier Infotech, Dec 2022 - Jan 2024 · 1 yr 2 mos

Service Desk Executive at iGate Patni Global Services, Jan 2010 - Jan 2011 · 1 yr 1 mo, Gurugram, Responsible for attending all incidents, Service Request through phone, mail and chat .Providing L1 support for all end users regarding the IT related issues.

Education

Bachelor's degree, Art/Art Studies, General, Delhi University

Graduate, Arts, Entertainment, and Media Management, Delhi University