Summary
Overview
Work History
Skills
Work Preference
Education
Timeline
BusinessAnalyst
Balram Jaiswal

Balram Jaiswal

Senior Quality Analyst - IT Support Service Desk
Hyderabad

Summary

Highly experienced IT professional aiming to leverage comprehensive background in service desk support and quality management to resolve complex technical issues in a timely manner while ensuring customer satisfaction . Committed to delivering audit, training, and RCA processes for continuous improvement. Proven leader looking to optimize IT operations through excellent project management and team collaboration skills.

Overview

4
4
years of professional experience
2
2
years of post-secondary education

Work History

Senior Quality Analyst - IT Support Service Desk

Tech Mahindra
01.2023 - Current
  • Enhanced operational efficiency by conducting regular audits, providing targeted feedback, and delivering effective training programs
  • This led to increased adherence to quality standards and improved service delivery
  • Resolved critical issues through proactive problem-solving and Root Cause Analysis
  • By identifying underlying causes and implementing corrective actions, I successfully addressed two underperforming exploration projects
  • Strengthened customer satisfaction by implementing data-driven solutions and fostering a culture of continuous improvement
  • My efforts resulted in measurable enhancements in service quality and positive customer experiences

Service Desk Analyst

02.2022 - 12.2022
  • Delivered efficient and timely support to users by effectively managing incoming service requests through various channels, including phone calls, tickets, and in-person interactions
  • Demonstrated technical expertise in software installation, configuration, and troubleshooting, including VPN issues, remote desktops, and printer/scanner setups
  • Acted as a Subject Matter Expert within the team, sharing knowledge and best practices to enhance overall IT operations and ensure high levels of customer satisfaction

Process Associate

Hindhuja Global Solutions
08.2020 - 11.2021
  • Effectively communicated with insurance companies to verify claim statuses and resolve outstanding patient account balances
  • Provided exceptional customer service by promptly addressing inquiries, requests, and complaints from patients and healthcare providers
  • Served as a liaison between patients, doctors, and insurers, facilitating communication and resolving insurance-related matters

Skills

  • Root Cause Analysis
  • Communication
  • Quality Assurance
  • Problem-Solving
  • IT Support
  • Teamwork
  • Customer Service
  • Time Management
  • Data Analysis
  • Adaptability
  • Project Management
  • Work Delegation
  • Quality Improvement
  • Call Monitoring Feedback
  • User Expectations
  • Continuous Improvements
  • Multi-Tasking

Work Preference

Work Type

Full Time

Education

Master of Science - Computer Science

Bhavan's Vivekananda College
08.2017 - 06.2019

Timeline

Senior Quality Analyst - IT Support Service Desk

Tech Mahindra
01.2023 - Current

Service Desk Analyst

02.2022 - 12.2022

Process Associate

Hindhuja Global Solutions
08.2020 - 11.2021

Master of Science - Computer Science

Bhavan's Vivekananda College
08.2017 - 06.2019

Similar Profiles

CREATE PROFILE
Balram JaiswalSenior Quality Analyst - IT Support Service Desk