Sachin Kumar Jena

Global Service Desk Analyst with 3+ years of experience in troubleshooting P1–P4 incidents, remote support, application support, and SLA compliance. Skilled in Incident Management, Security Management, ServiceNow, Microsoft Entra ID, Exchange Online, and ITIL practices. Strong problem-solving, technical documentation, customer support, and escalation management skills, with a focus on timely resolution, service restoration, and continuous learning to enhance service efficiency.

Global Desktop Support Analyst at GMS (2024-10 – 2026-09)

• Troubleshoot and resolve P1, P2, P3, and P4 tickets, ensuring timely and effective resolution.
• Acknowledge and resolve service requests within the defined Service Level Agreements (SLA).
• Provide technical support for hardware, software, and Windows-based applications through remote access, chat, phone, and email for users across multiple countries.
• Deliver a positive user support experience by demonstrating a deep understanding of issues, ensuring timely resolution or escalation, maintaining proactive communication, and handling customer interactions professionally.
• Adhere to the Incident Management Process, including logging and tracking incidents from identification to resolution.
• Restore normal service operations as quickly as possible to minimize business disruptions and ensure optimal service levels.
• Maintain clear and detailed documentation of incidents, troubleshooting steps, and resolutions in the Incident Management System.
• Follow up with global support teams to ensure complete resolution and proper communication with the end users.
• Document solutions and contribute to a Knowledge Base for future reference.
• Adhere to the Security Management Process, including password resets, email creation, and user access modifications.
• Expand knowledge of corporate, departmental, and client-specific products to improve First Contact Resolution rates.
• Stay updated on known issues and solutions, updating and maintaining troubleshooting guides as needed.

IT Support Executive at JDB Software Pvt. Ltd. (2023-08 – 2024-09)

• Provided desktop and client application support, troubleshooting software, application and user-related issues.
• Supported UHF/RFID scanner configuration, connectivity and troubleshooting.
• Provided remote and on-site support for application, scanner and hardware-related incidents.
• Supported AMC activities, production issues and post-deployment application support.
• Coordinated with technical teams for complex issues requiring escalation and maintained troubleshooting documentation.

Bachelor of Technology (B.Tech) in Electrical & Electronics Engineering – Modern Institute of Technology & Management (MITM)