Gagandeep Singh Sardar
IT Support Analyst
Hyderabad
Summary
Experienced and professional IT Analyst with four years of valuable experience in IT Support Services. Bringing forth a motivated attitude and the ability to establish strong and productive relationship.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
Work History
IT Analyst
Deloitte
11.2022 - Current
- Need to work with Both Incident Management and Request Management
- Working on identifying new issues trend using ServiceNow Dashboard
- Provide on-site desk-side support to multiple users in different service lines
- Managing assets into directory
- Helping ITS with the stock inventories
- Helping new hires on onboarding day with laptop and user id’s
- Providing them required access
- Adding users to the cost center-based Distribution list
- Helping them in setup new laptop on site desk
- Handling onsite desk with scheduled walk-up appointments
- Handling VIPS’ (Partners, Principals & Managing Directors)
- Proving on call support to stake holder
- Helping other teams on Priority Calls for asset activation and admin account creation
- Helping users in setting up PDA’s
- Managing assets laptop and Mobile devices in Azure Active directory
- Ability to assess and prioritize multiple users needs quickly and efficiently
- Experience and understanding of Identity and access management
- Create and manage all user accounts and access rights for users in the firm
- Responsible for creation of e-mail distribution lists, security groups, shared mailboxes and Public Folders
- Coordinate/liaise with other groups/departments as necessary on tickets for quick resolution
- Manage information structures, provide access and migrate data within all of the firm's information management tools as per firm guidelines in
- Receive and assess generic mailbox requests
- Assist in organizing and managing information based on user needs and information management tools available at Deloitte
- Working with different department for resolution
- Point of contact between Helpdesk and Concern department
- Migrating new tools and shadowing for 30 days after Go-live
- As part of this, I need to handle FLR Analysis, Partner tickets before SLA breach, Closed Incomplete, Awaiting User info and L2 tickets
- Recently took training session on incorrect escalations to AU ITS EAS APPS Support team, provided training to entire team
- Every 14 days, need to send 14 days SLA breach tickets to Level 2 and 3 Teams over Teams
- Performing DSAT review to entire AU ITSD and connecting with End Users who resolution wasn't successful
- Has been a mentor for almost 7 Analysts in AU ITSD and currently a mentor for 2 Analysts
- Member of Knowledge Articles creation and process update
- Provided refreshers to Analysts in AU ITSD
- Took Mock calls to new hires at the time of training session
- Follow up on non-prime hour shift Analysts tickets
- Also actioning bulk request tickets which are in Analysts bin for more than 5 days, connecting with End User's and actioning them.
- Taking care of live queue
- Handling weekly calibration call with client
Sr. Analyst - Helpdesk
HCL Technologies
12.2021 - 04.2022
- Delivered technical information in an easily digestible way for clients and internal teams using CRM Horizon Tool and many client supported tools e.g.: - Extra View, Shared Point, Knoha Portal, Shared Investigator Platform, ServiceNow Tool, Active Directory, Software Center, Software Deployment, Microsoft Exchange Portal
- Handled Light Speed Studies within 5-7 hours of given SLA by closing maximum number of tickets
- Managed daily ticket queue effectively through efficient triage, diagnosis and resolution
- Asked customers targeted questions throughout troubleshooting to determine smart solutions
- Acted as the direct point of contact for any escalations dedicated application support team
- Supported junior staff members through informal on-the-job training and supervision
- Achieved a 93 to 97% customer satisfaction rate through excellent customer service and communication skills in last three months
- Assisted service desks teams with the management of complex customer complaints, queries and issues
- Managed the troubleshooting and problem-solving of disaster recovery solutions under extremely tight deadlines
IT Analyst - Helpdesk
HCL Technologies
11.2019 - 04.2022
- Documented IT processes and procedures, allowing for faster on-boarding of new employees
- Resolving phone, chat, and email customer inquiries
- Processing and logging incoming calls, chats, and emails into the CRM system
- Identifying customer needs
- Providing outstanding customer service
- Updating customer information as required
- Maintaining confidentiality of information
- Performing other duties as the need arises
Education
Bachelor of Commerce -
Swami Ramanand Teerth Marathwada University
Nanded, India 09.2017 - 05.2021
Solution Architect - undefined
Simplilearn
Hyderabad, India 07.2023 - 05.2023
Commerce - undefined
Kids Kingdom Public School and Jr. Collage
Nanded, India 08.2015 - 05.2017
Skills
Salesforceundefined
Details
7020951365, gagandeep1751@gmail.com
Timeline
Solution Architect - undefined
Simplilearn
07.2023 - 05.2023
IT Analyst
Deloitte
11.2022 - Current
Sr. Analyst - Helpdesk
HCL Technologies
12.2021 - 04.2022
IT Analyst - Helpdesk
HCL Technologies
11.2019 - 04.2022
Bachelor of Commerce -
Swami Ramanand Teerth Marathwada University
09.2017 - 05.2021
Commerce - undefined
Kids Kingdom Public School and Jr. Collage
08.2015 - 05.2017
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