Dilip Kumar M.J
SERVICE DESK ANALYST
Bengaluru
Summary
Hi, I’m Dilip, a dedicated Service Desk Analyst with a knack for turning tech troubles into smooth solutions. With 6+ years of hands-on experience in IT support, I excel at diagnosing issues, managing service requests, and ensuring user satisfaction. My proactive approach and excellent communication skills help me tackle complex problems and deliver top-notch service.
Overview
7
7
years of professional experience
2016
2016
years of post-secondary education
3
3
Certifications
Work History
Senior Service Desk Analyst
Wipro
10.2021 - Current
- Provided first-line support for over 10K+users, resolving technical issues related to hardware, software, and network connectivity.
- Managed and prioritized service requests through ITSM tools (ServiceNow), ensuring timely resolution and customer satisfaction.
- Diagnosed and troubleshot system and application problems, escalating complex issues to higher-level support teams when necessary.
- Developed and maintained comprehensive knowledge base articles and documentation for common issues and resolutions.
- Assisted in the onboarding and offboarding process, including setting up user accounts, permissions, and hardware.
- Conducted user training sessions on new software and technologies to improve user competency and reduce support requests.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Collaborated with cross-functional teams to resolve complex technical issues, minimizing downtime for critical business systems.
- Improved customer satisfaction ratings by providing timely, accurate, and professional support to endusers.
- Conducted regular reviews of open tickets, ensuring timely follow-up actions were taken to drive issue resolution successfully.
- Engaged in user support interactions via telephone, chat and email platforms.
- Resolved common user concerns by utilizing preset issue resolution scripts.
Senior Executive (Telecom Support)
Vodafone (VOIS)
04.2020 - 09.2021
- Providing technical support to clients and the engineering team in the field of telecommunications networks.
- Handling customer tickets using Remedy and OFSC application.
- Providing a solution in accordance with the company's SLA.
- Coordinates activities to ensure that processing is delivered accurately and on time.
- Uses communication skills to exchange ideas and information in a concise and logical way in order to support delivery of Vodafone transactional processing;
- Handling calls and chats in order to analyze the problem and work with the engineering team to resolve the incident.
Associate Engineer (Incident Dispatcher & Shift lead)
Ericson India Global Services
04.2018 - 03.2020
- Acting as a dispatcher in Support team to assign the task queued in Workforce Management and assigning it to Field team to quickly provide solution.
- Ability to quickly learn and adapt to the Company Service Desk process workflow.
- Solid understanding of contractual goals and Service Level Agreements (SLAs).
- Expert in ticketing system for the help desk. (at least 2 years of ticket handling experience on any ticket management software preferably Connect Wise)
- Delivering Results & Meeting Clients (Vodafone) Expectations.
- Create, categorize, document, and assign the ticket to appropriate technicians or teams.
Education
Bachelor's - Business management (HR)
Seshadripuram Institute of Commerce and Management
PUC - CEBA (Computer Sci. and Commerce)
Seshadripuram PU College
Skills
Familiarity with remote desktop tools (TeamViewer, Remote Desktop)
Strong knowledge of Windows, macOS, and Linux operating systems
Service Now
ITIL Framework
Customer Service
Experience with Active Directory, Office 365, and network troubleshooting
Familiarity with remote desktop tools (TeamViewer, Remote Desktop)
Active Directory and User management
Service Desk operation
In tune Troubleshooting
JAMF
Software installation
Remote technical support
Ticketing system proficiency
Technical support expertise
Knowledge base maintenance
Problem resolution
Service desk management
Certification
ITIL Foundation
Timeline
Senior Service Desk Analyst
Wipro
10.2021 - Current
Senior Executive (Telecom Support)
Vodafone (VOIS)
04.2020 - 09.2021
Associate Engineer (Incident Dispatcher & Shift lead)
Ericson India Global Services
04.2018 - 03.2020
PUC - CEBA (Computer Sci. and Commerce)
Seshadripuram PU College
Bachelor's - Business management (HR)
Seshadripuram Institute of Commerce and Management