Jayesh Patil

Operations Associate

Pune, Maharashtra, India0 mo experience

Key Highlights

Achieved 92% first-call resolution in IT support.
Maintained 97% SLA compliance with high CSAT scores.
Skilled in remote troubleshooting and user provisioning.

Stackforce AI infers this person is a skilled IT Support Analyst with expertise in enterprise environments and cloud technologies.

Contact

Skills

Core Skills

It SupportIncident Management

Other Skills

Active DirectoryAvayaAzureBMC RemedyBMC Remedy Ticketing SystemC#C++Cascading Style Sheets (CSS)Customer ServiceData StructuresHTMLIT InfrastructureITSM ToolsIntuneJavaScript

Experience

Capita

2 roles

Analyst-Service Desk

Oct 2024 – Present · 1 yr 5 mos · Pune, Maharashtra, India

Provide L1 and basic L2 technical support to 1000+ end-users in a global 24/7 support model
Resolve tickets related to Microsoft 365, Azure, Intune, AD, PowerShell, MS Teams, and Outlook
Achieved 92% first-call resolution and ensured 97% SLA compliance using ServiceNow & BMC Remedy
Executed password resets, user account provisioning, device compliance checks, and email configurations
Collaborated with escalation teams and improved CSAT scores above 90%
Documented recurring issues to enhance internal knowledge base and reduce ticket volume

Microsoft 365AzureIntuneActive DirectoryPowerShellServiceNow+3