Rishabh Raj Singh

• Delivered technical support to end users, resolving issues related to system access, login failures, and software usability across HRMS platforms.
• Handled daily service desk tickets, tracked issue status, and ensured timely resolution in alignment with SLAs.
• Conducted remote troubleshooting and provided step-by-step guidance for basic IT and application-related queries.
• Acted as a single point of contact for users post-implementation, ensuring seamless transition from project go-live to support.
• Collaborated with L2/L3 technical teams to escalate and resolve recurring or complex incidents.
• Maintained and updated user documentation, quick reference guides, and internal support SOPs.
• Configured user settings, performed minor system adjustments, and assisted in onboarding and access provisioning using admin panels.
• Delivered virtual training sessions and demos to users on system functionality and IT best practices.
• Analyzed support trends and proactively flagged bottlenecks to improve response times and service quality.
• Strengthened client relationships through responsive support and consistent follow-up on open issues.

Provided basic IT support to internal users for routine technical issues like system login problems, email setup, and software access.

Assisted the service desk team in raising, updating, and closing tickets under supervision using internal ticketing tools.

Helped with user account creation, password reset, and access provisioning tasks in Active Directory
Observed and supported troubleshooting steps for hardware and software issues across Windows environments.

Participated in shadowing sessions with senior support engineers to understand real-time problem resolution and escalation processes.

Learned the importance of SLA, ticket documentation, and communication in IT service operations.

Contributed to documenting FAQs and simple resolution steps for internal knowledge base articles