Manisha Rajwanshi

Dedicated IT Service Desk Engineer with 3.6 years of experience providing L1 support in enterprise IT environments. Skilled in incident and service request management, Active Directory administration, VPN connectivity, remote desktop support, and ITIL-based service delivery. Experienced in handling high-volume support requests through multiple ticketing tools while ensuring SLA compliance and excellent customer satisfaction with strong communication skills and ability to coordinate effectively with L2/L3 teams and field support engineers.

IT Service Desk Engineer at Team Computers Pvt. Ltd. (Present)

Experience: 3.6 Years+

• Provide Level-1 support through calls, emails, and ticketing tools.
• Log, categorize, prioritize, and resolve incidents and service requests within SLA.
• Perform Active Directory administration including password resets, account unlocks, and user account support.
• Provide remote desktop support to users across multiple locations.
• Deliver First Call Resolution (FCR) whenever possible.
• Escalate complex issues to L2/L3 support teams and track them until closure.
• Coordinate with PAN India field support engineers for onsite issue resolution.
• Prepare and maintain daily, weekly, and monthly MIS reports. Including CSAT.
• Maintain accurate documentation of incidents, resolutions, and knowledge articles.
• Ensure excellent customer satisfaction by providing timely updates and professional communication.

Bachelor of Technology in Computer Science – Mewar University (2024)

Diploma in Computer Science – Mewar University (2021)

10th – Bihar School Examination Board (2018)