Snahashis Acharya

About Snahashis Acharya

IT Support and Service Desk professional at Infosys with practical experience in incident and request management, Windows operating system troubleshooting, POS infrastructure support, and SLA-based IT operations. Skilled in performing first-level diagnostics for system, application, and network connectivity issues, including VPN and Remote Desktop (RDP), and managing incidents using ITSM frameworks.Hands-on experience with remote support tools, transaction monitoring, compliance-driven processes, and structured documentation for audit and operational tracking. Actively building technical depth in enterprise IT infrastructure, service management practices, and support automation, with a strong emphasis on accuracy, standard operating procedures, and continuous improvement.

Experience

1. Senior Technical Process Executive

   Infosys

   Dec 2025 — Present · Pune, IN

   Provide L1 IT support for enterprise applications and internal systems in an SLA-driven environment.Troubleshoot hardware, software, and basic network connectivity issues using structured diagnostics and first-level root cause analysis to minimize downtime.Handle user access requests, password resets, and account-related issues in accordance with defined roles, approvals, and security policies.Utilize IT Service Management (ITSM) tools to log, track, prioritize, escalate, and resolve incidents and service requests while meeting SLA and KPI targets.Perform initial analysis and coordination for high-impact incidents, following incident management workflows and escalating to higher support teams as required.Communicate effectively with users and stakeholders, providing timely updates, clear explanations, and proper closure throughout the incident lifecycle.Support Microsoft Windows–based applications and enterprise tools, assisting with configuration issues, updates, and performance-related user problems.Work with Active Directory and related identity systems for basic user and group support activities under defined procedures and access controls.Collaborate with team members and cross-functional teams to share knowledge, follow best practices, and improve support efficiency.Monitor assigned tickets and system alerts, using remote support tools to assist geographically distributed users and ensure business continuity.

Education

• Sanjay Memorial Institute of Technology (SMIT), Berhampur

  Diploma in Engineering, Computer Science

• Vignan institute of technology and management , Berhampur

  B.tech, Computer Science

  2021 — 2024