Nirmala Goranolla

Results-driven Service Desk Analyst with 5+ years of experience in IT Support, Incident Management, Service Request Management, and End User Computing (EUC) support. Currently supporting the Novartis Pharma AG account at Wipro as an L2 Service Desk Analyst, leveraging ServiceNow, Tachyon, Bomgar (BeyondTrust), Self-Service Portal, and Microsoft Intune Company Portal for incident resolution, endpoint management, and user support. Skilled in ITIL-based service management, SLA compliance, remote troubleshooting, software deployment, device provisioning, root cause analysis, and technical support.

Proven ability to resolve complex technical issues, deliver exceptional customer service, and ensure high levels of end-user satisfaction in enterprise environments.

Administrator / Service Desk Analyst – L2 - WIPRO LIMITED - Hyderabad

(2024-05 - 2026-07)

• Provide Level-2 technical support for end users within the Novartis enterprise environment.
• Handle user issues and service requests through Calls, Web Tickets, and Live Chat support channels, ensuring timely response and resolution.
• Create, assign, manage, and resolve incidents and service requests using ServiceNow while ensuring SLA compliance.
• Support users with hardware, software, operating systems, applications, and network-related issues.
• Provide Citrix Workspace/Citrix Virtual Desktop support, including login issues, application access issues, session disconnections, and performance-related troubleshooting.
• Assist users with virtual desktop access, remote application connectivity, and Citrix-related incident resolution.
• Support Multi-Factor Authentication (MFA) issues, including authentication failures, token/device registration, account verification, and access-related incidents.
• Assist users with BYOM (Bring Your Own Mobile) enrollment, mobile device setup, corporate application access, security compliance, and device configuration.
• Utilize Bomgar (BeyondTrust) for secure remote troubleshooting and issue resolution.
• Use Tachyon for endpoint management, device health monitoring, software deployment, and remediation activities.
• Support application installation and device provisioning through Microsoft Intune Company Portal.
• Assist users with software requests and installations through the Self-Service Portal.
• Perform password resets, account-related support, software access requests, and user assistance activities.
• Act as an escalation point for Level-1 analysts and provide advanced technical troubleshooting.
• Conduct Root Cause Analysis (RCA) for recurring incidents and implement corrective actions.
• Coordinate with L3, Infrastructure, and Application Support teams to resolve complex issues.
• Maintain knowledge base articles, ticket documentation, and incident records.
• Ensure high customer satisfaction and consistent achievement of SLA and KPI targets.

Associate Technical Support Engineer - COMPUTER GENERATED SOLUTIONS INDIA PVT. LTD.

(2021-11 - 2024-01)

• Provided technical support to Dell customers through phone and email channels.
• Logged, tracked, and managed incidents using Salesforce CRM.
• Diagnosed and resolved hardware, software, operating system, and application-related issues for Dell end users.
• Ensured timely incident resolution while adhering to SLA targets.
• Performed troubleshooting for Windows operating systems, desktop/laptop hardware, software applications, and connectivity issues.
• Escalated unresolved incidents to higher support teams following standard escalation procedures.
• Collaborated with internal teams to achieve effective and timely issue resolution.
• Maintained accurate ticket documentation, status updates, and resolution details in Salesforce CRM.
• Delivered excellent customer service while achieving productivity, quality, and customer satisfaction targets.

Customer Support - BPO CONVERGENCE PVT. LTD.

(2020-12 - 2021-11)

• Provided first-level technical support to Airtel Broadband customers through inbound and outbound call channels.
• Created service requests and incident tickets using Salesforce CRM.
• Assisted customers with broadband connectivity, Wi-Fi configuration, router setup, and internet-related issues.
• Diagnosed and resolved hardware, software, network, and connectivity-related issues.
• Guided customers on Airtel Broadband services, technical features, and service plans.
• Updated ticket status, troubleshooting actions, and resolution details accurately in Salesforce CRM.
• Escalated complex technical issues to higher-level support teams following defined escalation procedures.
• Maintained high customer satisfaction through effective communication and timely issue resolution.
• Achieved quality, productivity, and SLA targets in a fast-paced customer support environment.

Customer Support - Q CONNEQT BUSINESS SOLUTIONS PVT. LTD.

(2018-12 - 2020-12)

• Delivered technical and customer support to Airtel Broadband customers through voice-based support channels.
• Logged customer complaints, service requests, and incident tickets using Salesforce CRM.
• Provided support for broadband connectivity, internet access, Wi-Fi configuration, and router-related issues.
• Performed initial troubleshooting and diagnosis of broadband, network, connectivity, and service-related issues.
• Resolved common technical and service-related issues while ensuring a positive customer experience.
• Guided customers on Airtel Broadband services, plans, features, and basic troubleshooting procedures.
• Escalated complex incidents to higher-level support teams as per the defined escalation matrix.
• Maintained accurate ticket documentation, customer records, and service updates in Salesforce CRM.
• Met productivity, quality, SLA, and customer satisfaction benchmarks in a fast-paced support environment.

Bachelor of Technology (B.Tech) - Electronics & Communication Engineering - Brilliant Engineering College

Intermediate (Class XII) - Geethanjali Junior College, Gajwel

Secondary School Certificate (SSC) - Methodist Rural High School, Zaheerabad