Khushi Rawat
Ghaziabad
Summary
Accomplished Service Desk Track Lead at HCL Tech with expertise in team leadership and customer service. Proven ability to enhance productivity and drive business success through effective decision-making and quality assurance. Skilled in MS Office, with a strong focus on organization and time management. Successfully maintained high customer satisfaction, exceeding targets and achieving team goals.
Overview
3
3
years of professional experience
Work History
Service Desk Track Lead
HCL Tech
03.2025 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Worked well in a team setting, providing support and guidance.
- Goal-oriented professional with proven success in applying analytical skills to solve complex problems and overcome challenges. Dedicated to enhancing team performance and driving business success.
- Gained extensive knowledge in data entry, analysis and reporting.
- Applied effective time management techniques to meet tight deadlines.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
Service Desk Shift Lead
HCL Tech
11.2023 - 02.2025
- Maintained high customer satisfaction standards to meet or exceed targets.
- Offered assistance in implementing and developing training programs.
- Organized professional with expertise in managing resources and optimizing performance. Proficient in providing valuable insights and supporting decision-making processes. Committed to enhancing productivity and contributing to overall success.
- Generated reports to track performance and analyze trends.
- Performed quality audits for improving overall team's quality and streamline performance.
Service Desk Analyst
HCL Tech
07.2022 - 10.2023
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Engaged in user support interactions via telephone, chat and email platforms.
Education
Bachelor of Computer Applications - Computer Applications
07.2022
High School Diploma -
06.2019
Skills
- Dependable and responsible
- Interpersonal communication
- Organization and time management
- MS office
- Quality assurance
- Decision-making
- Team leadership
- Customer service
Affiliations
Awarded for leading Service Desk Team from client.
Recognized for great work as SD Lead
Secured top positions working as Service Desk Analyst.
Timeline
Service Desk Track Lead - HCL Tech
03.2025 - Current
Service Desk Shift Lead - HCL Tech
11.2023 - 02.2025
Service Desk Analyst - HCL Tech
07.2022 - 10.2023
Institute of Technology And Science - Bachelor of Computer Applications, Computer Applications
Greenfields Public School - High School Diploma,