Nandita Rao KM

• Worked as a subject matter expert at handling the desk in a timely manner ensuring timely resolution of incidents and service requests within agreed SLAs with ITIL best practices and achieving set targets of AHT and C-sat.
• Handling end-to-end process queries and escalations, managing client requirements and serving as the first point of escalation for four different clients and various stakeholders.
• Managing a team of service desk analysts, providing guidance, coaching, and mentoring to foster a high-performance work environment.
• Conducting regular performance evaluations, provide constructive feedback and identify opportunities for skills development within the team.
• Managed and maintained the organization's Active Directory infrastructure
• Streamlined the IT onboarding and offboarding process.

• Major troubleshooting on hardware and software issues on the desktops, laptops, Virtual Desktops and Client Applications.
• Achieving targets of AHT and C-sat. Maintaining and Managing Case Records.
• Publish knowledge-based articles and standard operating procedures.
• Cascading and implementing process changes across various geographic locations.

• Major Troubleshooting on applications like Mainframe, E- commerce, VPN and AWD.
• Monitor ticket life cycle and Managing Case Records.

• Maintaining high Productivity, Compliance- FDR, RCR, RDR and Physical Security.