Kuljyot Singh

* Guide how to enhance their English communication

* Improve English conversation written and verbal.

* Help uplift Self confidence.

• The Foremost responsibility of Quality analyst for Global Service Desk is to maintain Quality for the operations
• Maintaining detailed Knowledge-based article – creating, modifying and decommissioning
• Maintaining Quality Reports Documentation – creating, updating and sharing
• Creating and Modifying Process Enhancement documentation
• Finding Root Cause for escalation and DSAT surveys
• Conducting QRL (Quality Reference Legend) sessions and UAT (User Acceptance Test) session for New Hire
• Execute Performance Improvement Plans
• Monitor progress against goals anfd objectives; provide timely updates to stakeholders
• Provided suggestions regarding increasing technical support productivity of the desk.

• One of the main duties of a Senior Service Desk analyst is to handle incoming queries and help requests from the end users, either via portal or email or over the phone
• Resolve IT support requests and issues for the Bank employees
• Escalate user’s queries for further assistance to higher-level support specialists and experts if they are unable to resolve the issue on their own
• Maintaining detailed service records and incident documentation
• Process Enhancement documentation
• Creating Knowledge Base articles
• Internal Promotion as Quality Auditor upskilled on auditing calls, incident documentation and
• DSAT analysis
• Providing feedback for audits performed, DSAT surveys and RCA on client/department escalations
• Worked as the only Quality Auditor for the Project for more than a 2.7 Years
• Maintaining reports, Conducting QRL (Quality Reference Legend) sessions and UAT (User Acceptance Test) session for New Hire
• Provided suggestions regarding increasing technical support productivity of the desk.

• Resolved customer complaints and concerns with strong verbal and negotiation skills
• Displayed courtesy and strong interpersonal skills with all customer interactions
• Maintained composure and patience in face of difficult customer
• Provided answers to clients by identifying problems, researching answers, guiding clients through correct steps
• Handled trouble tickets with support interventions for urgent issues
• Identified and escalated priority issues per client specifications
• Performed Hardware, Antivirus and Hard drive backup package installation
• Performed POS terminal support and troubleshooting
• Provided suggestions regarding increasing technical support productivity
• De-escalate the escalation call
• Mentored and trained new representatives.

• Analysing the end user's issues with high speed internet connection for troubleshooting
• Diagnosed and resolved technical hardware and software issues involving internet connectivity, email
• Provided answers to clients by identifying problems, researching answers and guiding clients through corrective steps
• Handled trouble tickets with support interventions for urgent issues
• Identified and escalated priority issues per client specifications
• Performed PC Tune-Up's, Antivirus and Hard devices installation on screen share (remotely)
• Assistance with Installing Apps supported and upsell them
• Provided suggestions regarding increasing technical support productivity
• Attend Escalation call and De-escalate
• Mentored and trained new hired candidates.