• Currently Working as Senior Service Desk Associate Level 2 in NTT DATA, the main role is to manage the Service Now tickets received from end users via self service portal, chat, email and calls. Need to identify and understand the issue and work with end users to resolve the issue in a timely manner and escalate the tickets to concerned Resolver teams if needed. Working in aging Incidents by providing resolution to end users • High level understanding of ServiceNow ticketing tool. Managing critical incidents, service requests and with knowledge of Incident and request workflows. Understanding in ServiceNow Ticket orchestration. Exporting Reports of aging Incidents and request in ServiceNow to ensure all the tickets are followed up daily. Creating interactive dashboards in ServiceNow to provide a clear view on tickets and requests assigned to team's queue. • Assisting users in resolving IT-related concerns such as Printer troubleshooting, VPN and network trouble shooting and installing drivers for the printers. Oracle installation and configuring Java in order for Oracle to work, mobile phone and network troubleshooting, and basic SAP applications troubleshooting, helping with MS Office applications Like Outlook, and Excel. • Office License assigning, have experience in assigning Office licenses like E5, E3,F3 and EOLP1 to end users based on the requirements. • Initiate and facilitate the following ITIL processes: Incident Management, Request Fulfilment, Access Management, Problem Management, and Knowledge Management. • Good understanding of Active Directory functionalities and have experience in Creating user and Service accounts on AD, Creating AD Security groups, Adding users to Security groups, and handling Active Directory tasks Like Moving an object to a Different OU. Have Experience in SCCM console, pushing packages to end user machines using SCCM console.