Sandeep Kasaragod
IT Service Desk Analyst @Adecco
Signup · Get unlimited contacts
WORK HISTORY
IT Service Desk Analyst @Adecco
Leeds, GB
In my role as an IT Service Desk Analyst at one of the UK’s major banking organisations, I provide first-line support to over users. My work is split between handling inbound calls and managing incident tickets via ServiceNow.I spend 4–5 hours daily on calls using the Avaya phone system, assisting users with password resets, account lockouts, SSPR issues, and VPN (Ivanti) access. Before making any changes, I verify identity through authorised ServiceNow requests. I reset passwords using Microsoft Intune after elevating access, ensuring secure, auditable changes.Off the phones, I handle a variety of technical issues, including:Hardware problems (login failures, faulty laptops)BitLocker key requestsMicrosoft 365 issues (Outlook crashes, shared mailboxes)Network drives, printers, and VPN errorsAccess and permissions via Active Directory, CyberArk, Callsign, and RSA SecurIDI reference internal knowledge base (KB) articles and troubleshoot where needed, documenting findings to support future resolutions. Communication is tailored to user preference—via Teams, email, or phone—to provide clear guidance.If an issue can’t be resolved at first contact, I escalate to second-line support or log hardware requests with third-party vendors. I ensure all tickets are fully updated with steps taken, attached KBs, and user communication.I also manage and configure devices via Azure Endpoint Manager (Intune) and handle mailbox permissions in the Exchange Admin Center. I follow ITIL-aligned processes, meet SLA targets, and adhere to strict security protocols.Additionally, I mentor new team members, contribute to process improvements, and take part in the 24/7 support rota to provide out-of-hours coverage.I approach each task with a logical mindset, strong attention to detail, and a genuine focus on user support and team collaboration.
EDUCATION
Govt. Polytechnic College
Dipolma in Electronics, Electrical and Electronics Engineering
University of Calicut
Pre Degree, PCMB
ABOUT SANDEEP KASARAGOD
Experienced Identity and Access Management (IAM) Professional with extensive expertise in implementing and supporting IAM solutions across diverse environments. Proven track record in collaborating with project managers, gathering and analyzing requirements, and delivering tailored IAM solutions to enhance security compliance, optimize user access, and improve system efficiency.Proficient in leading IAM tools such as Oracle Identity Manager (OIM), Microsoft Entra ID (formerly Azure AD), and CyberArk, with hands-on experience in implementing MFA, PIM, Conditional Access Policies, and hybrid setups. Skilled in managing BAU operations, troubleshooting access issues, and streamlining IAM workflows to enhance user experience.A strategic thinker and strong collaborator with a customer-focused approach and a history of delivering high-quality results in fast-paced, dynamic environments. Skilled at aligning IAM strategies with organizational goals to drive business success while ensuring compliance with industry standards.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.