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Service Desk Analyst Level 1/2 IT Support

Liverpool, NSW • Full AU Working Rights

Bridging Technical Diagnostics & VIP Support

Service Desk Analyst with 2+ years of enterprise IT support experience currently at PwC. Proven across Microsoft 365, Entra ID, Intune, and Cisco Meraki with a 95% first-contact resolution rate across 200+ users and 9 sites, backed by hands-on home lab work.

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Aayush Acharya

Professional Experience

Summary of Expertise

Delivering end-user and AV technology support to partners and executives in a Big 4 environment. Resolving 95% of tickets at first contact with 15-30 handled daily. I back real-world experience with a self-built enterprise home lab covering Zero Trust, VLAN design, site-to-site VPN, and virtual Active Directory.

AV & Technical Support Analyst

PwC | Jun 2025 – Present

  • Support: Provide Level 1/2 end-user and technology support to partners, executives, and staff across meeting rooms and corporate events.
  • AV Infrastructure: Administer and support Microsoft Teams Rooms and Cisco Webex systems, ensuring zero disruption.
  • VIP Resolution: Deliver VIP-level deskside and remote support to senior partners, managing end-to-end incident resolution.
  • Hardware: Troubleshoot and resolve hardware, display inputs, and connectivity issues fast under high-pressure event conditions.

Key Skills

AV Infrastructure VIP Support Conferencing Hardware Diagnostics

IT Support Officer

Platinum Hospitality Group | Feb 2024 – Jun 2025

  • Support: Delivered Level 1/2 IT support to 200+ users across 9 locations, resolving 95% of incidents at first contact.
  • Identity & M365: Administered Entra ID, Active Directory, and managed the Microsoft 365 suite (Exchange, Teams, SharePoint).
  • Endpoint Management: Deployed endpoints via Microsoft Intune and Autopilot for zero-touch provisioning and patch compliance.
  • Infrastructure & Security: Maintained Cisco Meraki networks, enforced MFA, and deployed Conditional Access policies.

Key Skills

Entra ID Microsoft Intune Cisco Meraki M365 Suite

Restaurant Manager

Platinum Hospitality Group | Jan 2022 – Feb 2024

  • Served as de facto on-shift IT contact person, independently resolving POS outages and network disruptions during peak service.
  • Reduced user-induced errors by training 15+ staff on internal tools, digital systems, and security best practices.
  • Documented recurring system issues with detailed troubleshooting context, enabling the IT team to accelerate root-cause analysis.
  • Streamlined staff onboarding by coordinating system access and hardware setup with the corporate IT team.

Key Skills

Stakeholder Management POS Troubleshooting Training Operations Management

Technical Skills & Certifications

This website is built on HTML, CSS, JavaScript and hosted on GitHub 🚀 This website is built on HTML, CSS, JavaScript and hosted on GitHub 🚀 This website is built on HTML, CSS, JavaScript and hosted on GitHub 🚀 This website is built on HTML, CSS, JavaScript and hosted on GitHub 🚀

Technical Skills

  • Identity & Access:
    Active Directory, Entra ID, RBAC, MFA, Conditional Access, user provisioning & offboarding.
  • Microsoft 365 & Endpoint Management:
    Exchange Online, Teams, OneDrive, SharePoint, Microsoft Intune, Windows Autopilot, JAMF.
  • Networking & Infrastructure:
    DNS, DHCP, TCP/IP, VLANs, site-to-site VPN, Cisco Meraki, Windows Server 2022, Hyper-V, Microsoft Azure.
  • Security & ITSM Tools:
    Zero Trust, phishing-resistant MFA, endpoint protection, ServiceNow, Freshservice, Jira.
  • AV & Hardware:
    Projectors, LED displays, conferencing systems (Teams/Zoom), VoIP (3CX), POS (Lightspeed).

Certifications

View All Certifications

Hands-On Technical Projects

Basic IT Troubleshooting Knowledge Base

Built a high-performance, offline-capable IT troubleshooting wiki using vanilla HTML, CSS, and JavaScript. Features 150+ comprehensive articles across 12 categories including Networking, Active Directory, Exchange, Intune MDM, and Windows OS diagnostics. Includes command-line integration and severity tagging for L1/L2 escalation.

View Live Knowledge Base

Enterprise Infrastructure & Security

Architected a production-grade Microsoft 365 E5 tenant with Entra ID, enforcing RBAC, Conditional Access, and phishing-resistant MFA under a Zero Trust framework. Deployed Intune MDM with Autopilot and virtualized Windows Server 2022 with GPO hardening.

View Project Details

VLAN Network Design

Designed multi-VLAN topologies with inter-VLAN routing via Layer 3 switches using Cisco Packet Tracer. Configured access/trunk ports and validated end-to-end connectivity across all network segments.

View Project Details

Virtual Active Directory & Site-to-Site VPN

Deployed virtual AD on Microsoft Azure utilizing Windows Server VMs, domain controllers, OUs, and GPOs. Independently designed a site-to-site VPN integrated with Entra ID for a cloud-only tenant.

View Project Details

Portfolio Website & DNS Infrastructure

Built and deployed a responsive portfolio site hosted on GitHub Pages. Configured enterprise-grade DNS across three live domains, provisioning A records and CNAMEs to route traffic and enable HTTPS.

View Project Details

IT Support Interview Prep Guide

Developed a fully interactive, browser-based revision guide for L1/L2 IT Support interviews. Features rapid-fire quizzes for ports/IPs, progress tracking for technical Q&As, and comprehensive troubleshooting playbooks covering AD, Intune, JAMF, and VPNs.

View Revision Guide

Interactive Academic Study Portal

Converted comprehensive university course materials for BCA (Cloud & Security) into an interactive, structured website hosted on GitHub Pages. Categorized modules across programming, networking, and systems.

View Study Portal

Education

Bachelor of Computer Applications (Cloud & Security)

Manipal University | Expected 2029 (Remote / Part-Time)

Bachelor of Information Technology

King's Own Institute (KOI) | 2018 – 2020

Completed 2-years of coursework.

Let's Connect

Game Room

Welcome to the fun part !!

I have created some simple to play fun games for you to try.

Speed Grid

Numbers from 1 to 16 will be randomly laid out, tap them in order as quickly as possible.

Time: 0.00s

Tech Memory

There are IT components hidden. Match the IT component pairs.

Moves: 0 Matches: 0/8