Shaik Javeed

IT Service Desk Analyst / IT Support Engineer with 3+ years of experience in enterprise IT support, IT Service Desk operations, and L1/L2 technical support. Skilled in incident management, service request fulfillment, SLA management, and ITIL-aligned processes, with hands-on expertise across voice, email, chat, and remote-support channels. Experienced with ServiceNow/ITSM, Microsoft 365, Windows 10/11, Active Directory, Microsoft Entra ID/Azure AD, Intune, and SCCM/MECM.

Demonstrates strong troubleshooting ability, VIP/priority user support, and a consistent focus on FCR and CSAT targets.

IT Service Desk Analyst / IT Support at HGS (2025-11 – 2026-06)

Delivered enterprise IT Service Desk support through voice, email, chat, and remote-support channels.

• Troubleshot Windows 10/11, Microsoft 365, Outlook, Teams, VPN, printer, network, application, hardware, and software incidents.
• Logged, categorized, prioritized, and resolved incidents and service requests using ServiceNow/ITSM processes within defined SLAs.
• Performed password resets, account unlocks, access troubleshooting, MFA support, and basic Active Directory / Azure AD / Microsoft Entra ID administration.
• Prioritized tickets by business impact and urgency; escalated unresolved incidents to resolver groups and followed through to closure.
• Maintained accurate ticket documentation and knowledge-base information while sustaining SLA, CSAT, and FCR targets.

IT Service Desk Analyst / IT Support at Wipro (2023-03 – 2025-11)

Provided L1/L2 enterprise IT support through phone, email, instant messaging, and remote-support channels, including high-volume inbound voice support.

• Diagnosed and resolved Windows, Microsoft 365, Outlook, Teams, VPN, application, hardware, software, and network connectivity issues.
• Performed Incident Management, Request Fulfillment, escalation management, and basic Problem Management in line with ITIL practices across Microsoft 365, Azure AD/Entra ID, Active Directory, Intune, and SCCM/MECM environments.
• Assisted users with password resets, account unlocks, MFA, access requests, and authentication troubleshooting.
• Provided VIP/priority user support and coordinated with L2/L3 infrastructure, network, security, desktop engineering, and application teams.

Bachelor of Commerce (B.Com) in Computers – St. Joseph's Degree College, Kurnool (2017 – 2022)