Siddayya Kotbalmath
Banglore
Summary
Dedicated and customer-focused Service Desk Engineer with 1 year of hands-on experience at NTT DATA. Proven ability to resolve technical issues related to hardware, software, networking, and user accounts. Skilled in using tools like ServiceNow, Active Directory, Remote Desktop, and MS Office 365. Known for maintaining high SLA compliance, delivering excellent customer service, and collaborating effectively with IT teams to ensure seamless technical support.
Overview
1
1
year of professional experience
Work History
Service Desk Engineer
Service Desk Engineer NTT DATA Services Pvt. Ltd., Bangalore
BNAGALURU
06.2023 - 09.2024
Key Responsibilities:
- Provided technical support to end users via phone, email, and remote tools for hardware, software, and networking issues.
- Managed and resolved IT service requests and incidents using ServiceNow ticketing system.
- Performed user account management tasks including password resets, group assignments, and access control using Active Directory.
- Troubleshot Windows OS, MS Office 365, email issues, printer connectivity, and remote access (VPN/RDP).
- Delivered support using tools like AnyDesk, Remote Desktop, and TeamViewer.
- Ensured SLA compliance and provided first-level support with high customer satisfaction.
- Escalated unresolved issues to L2/L3 teams with detailed incident documentation.
- Maintained detailed logs and created internal knowledge base articles for recurring issues.
Achievements:
- Maintained an average ticket resolution time under 30 minutes for 90% of issues.
- Recognized for excellent customer service and teamwork in monthly internal feedback reports.
Education
Bachelor of Science - Bachlore of Computer Apllication
Gulbarga University
Ames Degree And Science College Raichur 08-2023
Skills
- IT Support & Troubleshooting (Hardware/Software)
- Windows OS, Linux Basics, macOS
- MS Office 365 (Outlook, Excel, Word)
- Active Directory (User Management)
- Remote Support Tools (AnyDesk, TeamViewer, RDP)
- Ticketing Systems (ServiceNow, Jira)
- Basic Networking (DNS, DHCP, VPN, TCP/IP)
- Email Configuration (Outlook, Exchange)
- System Installation & Configuration
Soft Skills
- Problem-Solving & Critical Thinking
- Team Collaboration & Communication
- Time Management & Adaptability
- Attention to Detail
Hobbies and Interests
- Listening music
- Playing Ball Badminton
Languages
- English, Full Professional Proficiency
- Kannada, Full Professional Proficincy
Accomplishments
- Resolved 1,000+ support tickets with 95% satisfaction.
- Maintained 98% SLA compliance.
- Reduced ticket resolution time by 20%.
- Created helpful knowledge base articles.
- Awarded “Top Performer of the Quarter”.
Timeline
Service Desk Engineer
Service Desk Engineer NTT DATA Services Pvt. Ltd., Bangalore
06.2023 - 09.2024
Bachelor of Science - Bachlore of Computer Apllication
Gulbarga University
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