Supriya
Gurgaon
Summary
Detail-oriented Service Desk Engineer with strong communication skills, facilitating incident resolution and improving user experience. Collaborated with cross-functional teams to enhance service delivery and support non-technical users with technology challenges. Committed to continuous professional development and contributing to organisational success.
Overview
3
3
years of professional experience
Work History
Service Desk Engineer
Bill Gosling Pvt. Ltd.
04.2025 - 04.2026
- Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime.
- Provided comprehensive support for hardware, software, and network problems, significantly reducing resolution times and boosting productivity.
- Managed incoming service desk tickets, prioritising based on urgency and impact, to facilitate swift resolution of IT issues.
- Resolved service user requests within target timeframes.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Conducted remote troubleshooting sessions with users, effectively diagnosing problems and guiding them through step-by-step solutions with the help of teams.
- Facilitated remote access to assist customers in resolving technical problems effectively.
- Streamlined service desk processes and procedures, reducing average ticket resolution times and improving user experience.
- Used support tickets to track and speed up incidents.
- Created and maintained detailed documentation of technical procedures, user guides, and troubleshooting steps to enhance knowledge sharing.
- Developed and maintained a knowledge base of technical documentation, FAQs, and troubleshooting guides to support efficient issue resolution.
- Maintained compliance with service-level agreements with fast, knowledgeable resolution for diverse issues.
- Tailored support and advice to non-technical users, enabling them to utilise technology more effectively and confidently.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Coordinated with vendors and external support services to resolve complex hardware and software issues.
- Collaborated with cross-functional teams to develop and implement IT solutions that met business needs and performance goals.
- Investigated reports of system errors to try to reproduce problems and trace faults.
- Logged and completed reports to submit technical details to management.
- Maintained and repaired peripheral equipment connected to laptops and desktops with the help of teams.
- Updated software for new functionality and improved security.
- Participated in in-person meetings with customers to assess and diagnose hardware problems with the help of L2 team
- Conducted remote troubleshooting sessions with users, effectively diagnosing problems and guiding them through step-by-step solutions with the help of teams.
Service Desk Engineer
Evision Technolab Pvt. Ltd.
07.2023 - 01.2025
- Provided Service Desk support to approximately 185+ corporate users, ensuring timely resolution of IT-related incidents and service requests.
- Monitored, managed, and resolved end-user IT service requests in accordance with defined Service Level Agreements (SLAs).
- Responded to user calls and gathered detailed information to accurately log incidents and service requests in the ticketing system.
- Led and coordinated a team of 4 IT Support Engineers, ensuring efficient task allocation and service delivery.
- Coordinated with support engineers and end users, providing regular updates on ticket status and ensuring transparent communication.
- Reviewed and analysed incoming emails, assigning incidents to appropriate technical teams for timely resolution.
- Ensured proper ticket closure by verifying the implemented resolution and documenting troubleshooting steps.
- Obtained end-user confirmation and satisfaction before closing service requests.
- Prepared and maintained daily and monthly Service Desk reports, detailing call and ticket analysis to support decision-making.
- Escalated critical or unresolved issues to senior support teams and tracked them through to successful resolution.
- Managed escalation communications by responding promptly to stakeholders and ensuring appropriate follow-up.
- Coordinated with external vendors for hardware, network, and IT infrastructure support when required.
- Maintained hardware and software inventory records while ensuring compliance with IT documentation and asset management processes.
- Worked extensively with IT Service Management (ITSM) and ticketing tools, to log, track, and resolve incidents efficiently.
Education
B.tech - Electronics and Communication
UPTU
Greater Noida, UP01-2015
12th - Science
CBSE
Kendriya Vidyalaya, Patna, Bihar01-2011
10th -
CBSE
Kendriya Vidyalaya, Patna, Bihar01-2009
Skills
- Remote support
- User support
- IT support
- Ticketing systems
- Incident handling
- Remote diagnostics
- Printer setup
- Printer configuration
- Printer troubleshooting
- System maintenance
- Operating systems knowledge
- TeamViewer
- Patience with difficult customers
- Cross-functional collaboration
- Issue escalation
- Effective communication
- Patience with difficult customers
- Remote diagnostics
Languages
English
Custom
I hereby declare that the above given information is truth in the best belief of my knowledge and if you give a chance to work under your kind control, I will try to satisfy you with my hard work, ability and behavior.
Timeline
Service Desk Engineer
Bill Gosling Pvt. Ltd.
04.2025 - 04.2026
Service Desk Engineer
Evision Technolab Pvt. Ltd.
07.2023 - 01.2025
B.tech - Electronics and Communication
UPTU
12th - Science
CBSE
10th -
CBSE