Atul Sharma
KANGRA (HIMACHAL PRADESH)
Summary
Highly skilled IT Service Desk Engineer with a strong background in providing top-tier technical support and troubleshooting complex network issues. Brings strengths in problem-solving, customer service, and team collaboration. Have made significant contributions to improving system efficiency and user satisfaction in previous roles. Committed to maintaining up-to-date knowledge of new technologies and solutions in the field of information technology.
Overview
2
2
years of professional experience
Work History
IT Service Desk Engineer
Impact Infotech Pvt Ltd
New Delhi
09.2022 - Current
- Responded to user inquiries via phone, email or chat regarding computer system problems.
- Assessed service desk requests against predefined criteria in order prioritize them according to urgency.
- Collaborated with external vendors when needed in order to resolve customer queries efficiently.
- Served as first point of contact for incoming technical service calls and emails.
- Used remote login tools to assist clients with technical and product questions.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Resolved complex technical problems by researching available solutions online or through vendor support channels.
- Implemented feedback from customer satisfaction surveys to improve service quality.
Education
Bachelor of Computer Applications ( BCA ) -
Makhanlal Chaturvedi National University
Bhopal Madhya Pradesh 01-2021
Skills
- SLA response management
- Service support
- Software diagnosis
- Application support
- Ticket management
- Windows 10
- User guidance
- Ticket support system management
- Quality Assurance
Timeline
IT Service Desk Engineer
Impact Infotech Pvt Ltd
09.2022 - Current
Bachelor of Computer Applications ( BCA ) -
Makhanlal Chaturvedi National University
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