Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Diksha Singh (Senior Analyst)

Summary

I am an IT professional with over 5 year of experience, primarily focusing on roles as an IT Analyst and Team Lead. My expertise lies in incident management, risk management, and troubleshooting across hardware, software, and network-related issues. With a strong background in problem-solving, communication strategies, and ITIL frameworks, I have proven my ability to manage and resolve technical incidents efficiently. I have also demonstrated leadership skills by improving virtual agent processes and collaborating with cross-functional teams to enhance IT service delivery

Overview

6
6
years of professional experience

Work History

Senior Analyst

HCl Tech
10.2023 - Current
  • Act as the primary point of contact for client management and technical escalations, ensuring seamless resolution of software and hardware-related issues.
  • Utilize ServiceNow to log, track, and resolve incidents, ensuring adherence to SLAs and quality standards.
  • Lead a team of analysts, oversee daily operations, and ensure timely resolution of tickets with a focus on root cause analysis and client satisfaction.
  • Collaborate cross-functionally with internal departments and clients to deliver customized support solutions and process improvements.
  • Maintain detailed documentation of client interactions, technical procedures, and resolution workflows.

Consultant

Fino Payments Bank Pvt. Ltd
02.2021 - 06.2023
  • Provided end-to-end support to merchants on financial products including CASA accounts, insurance, and remittance services.
  • Resolved login, onboarding, and device-related issues while maintaining high levels of client satisfaction.
  • Delivered training and assistance to clients to ensure smooth adoption of digital banking solutions.
  • Maintained accurate records of client cases and technical issues using internal ticketing systems.
  • Built strong relationships with stakeholders, identifying opportunities for service improvement and client retention.

Executive

AGS IT Solutions Pvt. Ltd.
12.2018 - 06.2020
  • Managed inbound calls from farmers, recorded service requests, and raised tickets using internal systems for veterinary assistance.
  • Coordinated with on-ground field teams to ensure timely delivery of government-led medical services for livestock.
  • Provided real-time updates to stakeholders and ensured consistent communication between field agents and farmers.
  • Recognized for contribution in a high-impact public sector project under the Department of Animal Husbandry, Government of Uttar Pradesh.

Education

Master of Commerce -

Indira Gandhi National Open University
05-2023

Bachelor of Commerce -

University of Lucknow
05-2017

Skills

  • Client & Stakeholder Management
  • Technical Support & Troubleshooting
  • Process Improvement & Team Leadership
  • Banking & Financial Product Knowledge
  • Communication & Documentation
  • Tools & Technologies

Accomplishments

  • Certificate of premier league (2021 - 2022)

For consistent exceptional performance / Service provided as a team which has positively impacted the organization during the financial year

  • Relationship officer for outstanding performance (2020 - 2021)

The certificate is for representing Relationship officer for outstanding performance in BET project for the month period 2020-2021

  • Certificate of appreciation (2018 - 2019)

This certificate is for volunteering time and effort in the development of evaluation formats for different government schemes run by U.P. livestock development board and department of animal husbandry U.P.

Timeline

Senior Analyst

HCl Tech
10.2023 - Current

Consultant

Fino Payments Bank Pvt. Ltd
02.2021 - 06.2023

Executive

AGS IT Solutions Pvt. Ltd.
12.2018 - 06.2020

Master of Commerce -

Indira Gandhi National Open University

Bachelor of Commerce -

University of Lucknow

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Diksha Singh (Senior Analyst)