Ekta Gupta
Desktop Support Engineer
- Role
- Desktop Support Engineer at HCLTech
- Location
- Kanpur, UP, IN
- LinkedIn followers
- 500 followers
Experience
Desktop Support Engineer
Jul 2023 — Present
Provide end-to-end IT support to global users through ServiceNow ticketing system, ensuring issue resolution within defined SLAs. Perform remote desktop support using Bomgar to troubleshoot system-level and application-related issues. Handle Microsoft Office & Outlook issues including profile configuration, mailbox access, sync errors, and add-in problems. Perform Active Directory tasks such as user account creation, modification, password reset, and account unlock. Troubleshoot and resolve VPN connectivity issues, ensuring secure remote access for end users. Manage printer-related issues, including local printers and Cloud Xerox printers (installation, mapping, and connectivity troubleshooting). Handle shared drive and folder access issues, including permission-related problems. Perform server reboot activities and basic server health checks as per approved change or incident requests. Resolve software login and interface-related issues for enterprise applications. Categorize, prioritize, route, and escalate tickets to appropriate support teams when required. Follow up with users to ensure resolution confirmation and proper ticket closure. Adhere to ITIL best practices with awareness of Incident Management, Change Management, and Vendor coordination. Maintain proper ticket documentation and resolution notes for audit and knowledge-sharing purposes.
Education
CHANDIGARH UNIVERSITY
Master of Computer Applications
2024 — 2026
Axis Colleges
Bachelor of Computer Applications- BCA
2019 — 2022
Axis Institute
Bachelor of Computer Applications
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