Atif Khan

Service Desk L1 Support Engineer with 3 years of experience in IT support and recruitment coordination. Skilled in incident management, user administration, and troubleshooting across Windows environments. Hands-on experience with ServiceNow, Active Directory, and Microsoft Office 365. Strong ability to resolve technical issues within SLA while delivering high customer satisfaction.

Service Desk L1 Support Engineer - LanceSoft (Client: Daimler Truck) - Bengaluru

(2024-08 - 2026-03)

• Provided first-level IT support for end users via phone, email, and chat.
• Logged and managed incidents and service requests using ServiceNow ticketing tool.
• Performed user account management in Active Directory, including account creation, password resets, unlocks, and group access.
• Administered Microsoft Office 365 services including Exchange Online mailbox management and license assignment.
• Troubleshot issues related to Outlook, Microsoft Teams, OneDrive, and Windows OS.
• Diagnosed and resolved hardware, software, printer, and VPN connectivity issues.
• Used Remote Desktop tools to provide remote technical support.
• Escalated complex issues to L2/L3 teams while adhering to SLA guidelines.
• Documented resolutions and contributed to knowledge base articles.
• Maintained high customer satisfaction through effective communication and timely resolution.

Recruitment Coordinator - LanceSoft - Bengaluru

(2023-05 - 2024-06)

• Coordinated interview schedules between candidates and hiring managers.
• Managed candidate communication and maintained recruitment tracking systems.
• Assisted in resume screening and candidate shortlisting.
• Supported onboarding processes and documentation verification.
• Collaborated with HR teams to meet hiring targets and timelines.

Bachelor of Engineering - Mechanical Engineering - Visvesvaraya Technological University (2018 - 2022)