Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Dilip Kumar M.J

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)

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

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Dilip Kumar M.JSERVICE DESK ANALYST