Sk Tausif Raza

Led service desk operations as SME, guiding teams in incident response and resolution.

• Delivered technical support and resolved queries for domestic and international users via phone.

• Managed incident resolution, root cause analysis, and problem determination per SLAs.

• Analyzed incidents and identified service restoration actions.

• Maintained user satisfaction through effective communication and technical assistance.

• Monitored ticket queues and coordinated with clients and internal teams for timely resolution.

• Utilized ServiceNow for incident and request management.

• Administered user accounts in Active Directory.

• Resolved remote login, password resets, mobile authentication, and VPN/network issues.

• Processed license requests and supported VDI, Remote Desktop, Citrix, and O365 applications.

• Installed and troubleshooted software packages.

• Provided remote and on-site support for internal customers.

• Documented incidents and generated management reports.

• Mentored junior team members and served as SME.

• Collaborated to achieve team performance goals and productivity targets.