Open To Work
Dibendu Dilip Mallick
Pune
Summary
Professional as Sr. Analyst operations with 6+ years of exposure & work experience in the fields of in IT ServiceDesk. Good exposure in Process Documentation and focusing on SLA. Currently associated with Amicus ITS as Service Helpdesk Analyst. Currently handling user management, Client IT problems at L1,2 Level. Well versed with Active Directory. Responsible for prompt resolutions of all incidents brought to the attention of the Service Desk that notifies senior management of non-routine problems or issues. Undertaking responsibilities of removing unnecessary procedures in processes; ensuring uniformity in the process understanding at the organization's end. Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels. Possess excellent interpersonal, communication and organizational skills with proven abilities in customer / client relationship management and planning.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Analysts Service Desk
Stratacent India Pvt Ltd
Pune
04.2025 - 07.2025
- Excelled in a fast-paced environment, adapting to changing priorities while maintaining a focus on quality service delivery.
- Improved response time by proactively researching frequently-requested information during downtime periods.
- Enhanced customer satisfaction by efficiently managing directory assistance requests and providing accurate information.
- Worked with technical personnel to resolve system problems.
- Enhanced efficiency through effective use of computer systems and software tools designed specifically for directory assistance work processes.
- Streamlined the call routing process for improved caller experience and reduced hold times.
- Leveraged strong organizational skills by maintaining detailed records of calls handled and actions taken for future reference or follow-up purposes.
- Communicated professionally with customers from diverse backgrounds, demonstrating empathy and understanding when addressing their needs.
- Developed strong problem-solving skills by handling complex inquiries and resolving customer complaints.
- Offered accurate directions and assistance to callers.
- Maintained a professional demeanor and positive attitude under pressure, ensuring that every interaction with callers reflected well on the company.
- Utilized advanced search techniques to locate hard-to-find information for customers quickly and accurately.
- Performed minor troubleshooting on communications equipment to alleviate downtime.
- Troubleshot issues with telephone equipment and software to keep systems functional.
Service Desk Analyst
Amicus ITS Solution Pvt Ltd
12.2020 - 02.2025
- Working on Active Directory Management.
- Serve as the first point of contact for partners and Clients for general queries relating to licensing and entitlement.
- Monitor service calls to make certain proper procedures and policies are followed, ensuring that quality of support is provided, and customer satisfaction is achieved.
- Provide support for windows clients as needed with regards to VPN, network connectivity, hardware/software issues, etc.
- Enter and report technical problems, causes and solutions within our Service Desk Plus ticket management tool.
- Provided phone support and support through email to correctly identify, escalate, resolve or quantify and document the results for support issues.
- Deliver high level of services and prompt resolutions to ensure customer satisfaction.
- Building and maintaining customer relationships in support of Customer Onboarding.
- Maintain accurate and timely records of customer communications and transactions and follow up to ensure appropriate actions were completed to resolve customers' concerns.
- To identify tasks that are critical to maintaining customer satisfaction levels and communicate with employees to raise awareness of their individual roles in delivering satisfaction.
- Working on outlook queries on profile management.
- Handling Webchats.
Service Desk Engineer
Stantec Resource Pvt Ltd
Pune
08.2018 - 10.2020
- Handling employee calls inbound & outbound.
- Dealing with User Account/Software technicalities.
- Updating the User service Request history.
- Helping New Joiners with process support when needed.
- Deployment on software and providing access to application on call support.
- Consult with customers by chat and telephone; provide information about products and resolved customer concerns.
- Based on knowledge of recurring customer concerns, recommend changes.
- Maintain accurate and timely records of customer communications and transactions and follow up to ensure appropriate actions were completed to resolve customers' concerns.
- To continue delivering a quality service, particularly when representatives are working in stressful conditions dealing with customer complaints.
Process Quality Coach
ITAD Group Pvt Ltd
Pune
12.2015 - 03.2017
- Handling Student data on calls.
- Handling calls with regards to Student Course Queries.
- Following with the Trainers to check student course progress.
- On outbound calls.
- Responsible for the streamlining Quality operations for ITAD, ensure transnational monitoring, regular feedback to continuously improve the services offered to the end customer.
- Identifying Process Gaps.
- Remedies to overcome the Process Gaps.
- Conducting Quality Team meet to understand the Areas of Concerns.
- The role reports to the Compliance Operation Manager and ensure adherence to the Registered Training Organizations standards by providing quality assurance in handling the facts of the student learning phase.
- Ensure support with the daily routine task on Dispute handling, Conflict management, Orientation plan, Quality checks on process.
- Feedback shared regularly with team members.
- Continuous Improvement.
- Data Compliance.
- Effectively communicating with employees to keep them well informed on client feedback, emerging requirements, and improvements.
- Ensuring timely escalation to management to ensure that no client communication, query or complaint stays incomplete or gets delayed.
Technical Support Executive
TomTom India Pvt Ltd
Pune
11.2013 - 09.2015
- Handling customers calls on GPS navigation device queries.
- Answering customer's emails regarding the navigation devices.
- Managing the call Queue.
- Providing second line support through Remote Access.
- Providing additional Floor support.
- Helping the Nesting Batch during the On-Job Training.
- Conducting Floor Briefs.
- Conducting Fun session as stress buster.
- Have supported both UK and Australian Customers with their GPS Device issue.
Education
PGDGM -
MIRM
Maharashtra05.2022
Bachelor of Arts - Arts
Vivekand College
Maharashtra06.2008
High School Diploma -
Abhiman Jr College
Maharashtra05.2006
SSC -
St Jude High School
Maharashtra05.2003
ACCP -
Aptech Computer Institute
MaharashtraMicrosoft Azure AZ900: Fundamentals - Ms900
Microsoft
Skills
- Active directory management
Certification
- ACCP, Aptech Computer Institute
- Microsoft Azure AZ900: Fundamentals, Microsoft
- Ms900, Microsoft
Hobbies and Interests
- Traveling
- Exploring new ideas
- Analyzing people
Languages
- Bengali
- Hindi
- Marathi
- English
- Bengali
- Hindi
- Marathi
Personal Information
- Passport Number: Y3351495
- Date of Birth: 03/21/87
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteHybridOn-SiteSalary Range
₹80000/yr - ₹200000/yrTimeline
Analysts Service Desk
Stratacent India Pvt Ltd
04.2025 - 07.2025
Service Desk Analyst
Amicus ITS Solution Pvt Ltd
12.2020 - 02.2025
Service Desk Engineer
Stantec Resource Pvt Ltd
08.2018 - 10.2020
Process Quality Coach
ITAD Group Pvt Ltd
12.2015 - 03.2017
Technical Support Executive
TomTom India Pvt Ltd
11.2013 - 09.2015
PGDGM -
MIRM
Bachelor of Arts - Arts
Vivekand College
High School Diploma -
Abhiman Jr College
SSC -
St Jude High School
ACCP -
Aptech Computer Institute
Microsoft Azure AZ900: Fundamentals - Ms900
Microsoft