Devika Sunilkumar

L1/L2 Service Desk Analyst — Tata Consultancy Services (TCS) | 2023–2026

• Provided first-level support to customers for onboarding and suppliers via phone, chat, email, and ticketing platforms in a queue-driven, omnichannel enterprise service desk, maintaining consistent service quality across channels.
• Performed initial triage by assessing issue type, severity, and urgency, then diagnosed and resolved common L1 hardware, software, account, and access-related issues using standard troubleshooting procedures and knowledge base articles.
• Escalated unresolved incidents to L2/L3 teams with diagnostic findings, troubleshooting history, and documented handover notes to support efficient investigation.
• Logged, assigned, prioritized, tracked, updated, and closed incidents and service requests in ServiceNow and Jira Service Management, following ITIL incident and request management practices within SLA and turnaround targets.
• Maintained 98% accurate ticket documentation, including symptoms, troubleshooting steps, actions taken, resolution details, and follow-up updates.
• Handled inbound customer and supplier calls using telephony platforms such as Avaya, Cisco, Genesys, or Five9 to receive, transfer, and document support calls.
• Diagnosed and resolved account and identity issues in Microsoft Entra ID and Active Directory, including account checks, password resets after identity verification, and authorized account unlocks.
• Supported device and application management through Microsoft Intune and performed remote troubleshooting using Remote Desktop and other remote support tools.
• Supported Microsoft 365 applications, i

Bachelor of Commerce (B.Com) — St. Teresa’s College, Ernakulam, Kerala | 2017–2020 | Grade: A