Avinash Tiwari
Service Desk Analyst with 3 years of IT support experience
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About
Dedicated and detail-oriented Service Desk Analyst with 3 years of experience in IT support, incident management, and customer support at Tata Consultancy Services (TCS) and Microland. Skilled in SLA management, ticket handling, incident resolution, technical troubleshooting, service delivery, and end-user support. Experienced in working in high-pressure environments while ensuring operational efficiency and service continuity.
Experience
Service Desk Analyst - Tata Consultancy Services (TCS) - Noida
(2023-04 - 2025-09)
- Managed and resolved incidents within defined SLA timelines.
- Monitored incident queues and assigned tickets to appropriate teams.
- Performed root cause analysis and implemented preventive measures for recurring issues.
- Maintained documentation and conducted quality checks to ensure process compliance.
- Collaborated with cross-functional teams for faster issue resolution and improved service delivery.
- Provided technical and customer support to end users in a high-volume environment.
Senior Engineer - Microland - Gurugram
(2025-10)
Working as a Service Desk Engineer at client location (Bank of America).
- Managing incidents and ensuring resolution within SLA timelines.
- Handling ticket queues and coordinating with support teams for issue resolution.
- Providing technical troubleshooting and remote support for end users.
- Ensuring smooth service delivery and maintaining productivity standards.
Education
Bachelor of Computer Applications - Computer Applications - Veer Bahadur Singh Purvanchal University (2022)
Intermediate - UP Board (2018)
High School - UP Board (2016)
