Karan Pathik
Jaipur
Summary
Dynamic Helpdesk Analyst with a proven track record at NTT Data, excelling in team building and help desk management. Spearheaded initiatives that boosted first-call resolution rates and enhanced operational efficiency. Proficient in ticket tracking and reporting metrics, delivering impactful solutions while fostering a collaborative environment. Proven track record of optimizing workflows, improving SLA compliance, and driving continuous improvement initiatives. Skilled in leading and mentoring cross-functional teams to deliver efficient, high-quality results under pressure.
Overview
6
6
years of professional experience
Work History
Helpdesk Analyst
NTT Data
Noida
02.2022 - Current
- Led a team of help desk technicians to resolve technical issues promptly.
- Trained new staff on customer service protocols and technical troubleshooting.
- Developed and maintained documentation for internal support processes and procedures.
- Coordinated communication between departments to address user concerns effectively.
- Developed and executed strategies to improve team performance, resulting in an increase in first-call resolution rates. 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.
- Creating monthly, weekly, and custom reports as per the requirements of clients.
- Coordinate daily operations, delegating tasks, and ensuring resources are allocated effectively to meet deadlines and project milestones.
- Monitored team performance and provided feedback for continuous improvement.
- Facilitated regular team meetings to discuss challenges and share solutions.
- Identified opportunities for automation or streamlining processes to improve efficiency of the Help Desk team.
- Prepared weekly status reports detailing progress made towards resolving outstanding issues.
- Managed daily operations of the Help Desk including assigning tickets, scheduling shifts and monitoring performance metrics.
- Provided feedback on areas requiring improvement based on customer surveys.
- Maintained accurate records of all Help Desk activities including calls received, resolutions provided and follow-up actions taken.
- Conducted workflow analysis, space design or cost comparison analysis.
- Monitored help desk to quickly deflect and resolve escalated issues from professionals.
- Resolved escalated technical issues from customers in a timely manner, using remote access tools.
- Analyzed trends in customer queries for identifying potential areas of improvement in services offered by the Help Desk team.
Premium Support Executive
Teleperformance India
Jaipur
09.2019 - 02.2022
- Provided assistance to customers through various communication channels.
- Resolved various computer related problems such as virus removal, system crashes and connectivity issues.
- Documented customer interactions in the support ticketing system.
- Escalated complex issues to senior management for resolution.
- Assisted customers with troubleshooting, installation, configuration, and upgrades of software applications.
- Reviewed support cases for technical and troubleshooting accuracy, and identified needed process improvements.
- Assisting the end customer in removing the virus from devices using Sysinternal.
- Developed detailed reports on system performance trends for management review.
- Assisted with virus removal and malware protection services for customers' computers.
Education
Bachelor of Arts - Humanities
Rajasthan University
Jaipur India06-2020
High School Diploma -
CBSE
Jaipur India05-2016
Skills
- Help desk management
- Team building
- Task delegation
- Reporting metrics
- SLA management
- Ticket tracking
- Ticketing system proficiency
- Active directory
- Reporting and analytics
Timeline
Helpdesk Analyst
NTT Data
02.2022 - Current
Premium Support Executive
Teleperformance India
09.2019 - 02.2022
Bachelor of Arts - Humanities
Rajasthan University
High School Diploma -
CBSE
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