Divyaranjan Swain
Noida
Summary
Solutions-focused Senior Service Desk Engineer known for high productivity and efficient task completion. Possess specialized skills in ITIL frameworks, advanced troubleshooting techniques, and incident management. Excel at communication, teamwork, and problem-solving to ensure optimal service delivery and customer satisfaction. Remain adaptable and calm under pressure, leveraging these soft skills to resolve complex technical issues swiftly and effectively.
Overview
5
5
years of professional experience
Work History
Helpdesk Senior Associate
NTT Data Services
Noida
02.2022 - Current
- Developed, implemented, and maintained incident management policies and procedures.
- Provided guidance on response strategies for critical incidents.
- Maintained an up-to-date inventory of IT systems and services.
- Coordinated with other departments to resolve customer complaints quickly and efficiently.
- Collaborated with stakeholders and project teams to identify and analyze business requirements for new projects and initiatives.
- Provided direction and guidance to junior associates on complex tasks.
- Managed team resources, including assigning tasks, monitoring progress, and ensuring deadlines were met.
- Created monthly forecasts based on historical data analysis.
- Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
- Provided remote assistance to customers when required via phone or remote desktop tools.
- Responded promptly to customer emails regarding any IT related queries.
Level 2 Technical Support Representative
Teleperformance
Jaipur
03.2020 - 02.2022
- Provided technical support to customers via telephone, chats and email.
- Assisted customers with troubleshooting, installation, configuration and upgrades of software applications.
- Resolved customer issues in a timely manner while providing excellent customer service.
- Responded to incoming helpdesk tickets within established SLAs.
- Developed detailed reports on system performance trends for management review.
- Maintained up-to-date knowledge of current industry standards for hardware and software configurations.
- Identified areas of improvement in existing processes or procedures and proposed changes accordingly.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
Education
Bachelor of Commerce - Economics
Rajasthan University
Jaiput05-2019
High School Diploma -
Army Public School
Bikaner05-2016
Skills
- Incident Management
- Time management abilities
- Configuration Management
- Teamwork and Collaboration
- Effective Communication
- Software Installation
- Problem Resolution
- Advanced troubleshooting
- Technical Support
- Remote Technical Support
- Escalation management
- Service Level Agreements
Timeline
Helpdesk Senior Associate
NTT Data Services
02.2022 - Current
Level 2 Technical Support Representative
Teleperformance
03.2020 - 02.2022
Bachelor of Commerce - Economics
Rajasthan University
High School Diploma -
Army Public School
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