Divya Vinod

Results-driven IT Service Desk and Technical Support professional with nearly 4 years of experience providing top-notch support to global users in various industries. Proficient in incident management, remote troubleshooting, user account administration, and IT asset coordination using platforms like ServiceNow, BMC Remedy, Active Directory, and Citrix. Consistently meeting SLA compliance, improving first-call resolution rates, and enhancing user satisfaction. Skilled in onboarding/offboarding processes, system access management, and wired/wireless network support with a focus on customer service, clear communication, and high performance in dynamic IT settings.

• Serve as the first line of support for end-users via phone, email, chat, or ticketing system
• Diagnose and resolve basic technical issues related to OS, Internet Issue, Hardware (printers, keyboards, monitors) & Software applications (Office 365, browsers, email)
• Reset passwords and unlock accounts using tools like Active Directory.
• Create, update, and close support tickets in systems like ServiceNow, Jira.
• Escalate unresolved issues to L2/L3 support with proper documentation.
• Assist users with step-by-step instructions and best practices.
• Provide remote desktop assistance to walk users through solutions.
• Maintain clear records of issues, resolutions, and user feedback.
• Provide daily/weekly reports on support tickets and common issues.
• Ensure support processes follow internal IT policies and security guidelines.
• Report any suspicious activity or security-related incidents.