Kinjal Bansod

Technical Support Specialist with strong experience in L1/L2 Desktop Support, ITSM tools, incident management, and application troubleshooting. Proven ability to meet SLA and CSAT targets while delivering efficient end-user support.

Technical Support Specialist at Infosys BPM (2024-05 – 2026-03)

Delivered L1/L2 desktop and remote support for end-user devices and applications with focus on incident management and SLA compliance.

• Delivered L1/L2 desktop and remote support for end-user devices and applications
• Managed incidents via ITSM tools ensuring SLA compliance
• Performed software installations, upgrades, and patch management
• Handled IMAC activities and coordinated with vendors/L3 teams
• Maintained documentation and knowledge base articles

Technical Support Executive at Mphasis (2022-08 – 2024-04)

Provided remote support for hardware and software issues with focus on ticket management and timely resolution.

• Provided remote support for hardware/software issues
• Managed tickets and ensured timely resolution
• Supported application troubleshooting and escalation

Technical Support Associate at Tech Mahindra (2018-12 – 2019-08)

Delivered first-level technical support with focus on system and application issue resolution.

• Delivered first-level technical support
• Resolved system and application issues
• Maintained customer satisfaction

Bachelor of Science in Information Technology – Sadabai Raisoni Women's College (2015-06 – 2018-05)