Narender Singh
New Delhi
Summary
Solution-focused Senior Service Desk Analyst with track record in rapidly and efficiently resolving user issues to boost productivity. Skilled in ITIL frameworks, incident management, and troubleshooting complex technical problems. Excel at communication, leadership, and problem-solving to ensure seamless IT operations and superior user support. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Service Desk Analyst
TEKsystems
06.2020 - 02.2023
- Resolved escalated service requests in a timely manner.
- Monitored system performance to identify potential issues before they become problems.
- Responded promptly to emergency situations requiring immediate attention.
- Ensured compliance with SLAs through regular audits.
- Perform Major Incident analysis and publishing summary reports
- Coordinated with vendors to resolve complex technical problems quickly and efficiently.
- Analyzed root cause of incidents using problem management tools such as ITSM.
- Developed reports to track progress of open tickets and customer satisfaction levels.
- Manage vendor escalation matrix and customer escalation matrix
Service Delivery Associate
E-team
06.2018 - 08.2019
- Worked on dispatching tickets and coordinating with engineers to resolve the issue within SLA (Incident Management)
- Follow up with the tickets, if there is any kind of issues like Service Window, Part Delay, Engineer’s availability etc..
- Making sure the service is provided with in the SLA, depending upon the urgency of the ticket like MW (Maintenance Window), 4H, 6H, ND (Next Day).
- Managed escalations from clients regarding service delivery issues.
- Implemented process improvements to streamline operations and improve efficiency.
Supervisor
SLV Enterprise
01.2016 - 02.2018
- Directed and supervised team of 15 employees in daily operations.
- Tracked progress on projects and provided timely feedback to staff members.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
- Organized client meetings to provide project updates.
- Set specific goals for projects to measure progress and evaluate end results.
Process Executive
Infosys BPO Ltd
03.2015 - 11.2015
- Reporting and tracking process queries within SLA
- Created detailed reports to track progress, analyze results, and identify issues with existing processes.
- Resolved any issues or discrepancies that arose during the processing of orders or requests.
- Maintained quality control standards by monitoring the performance of process operations.
Education
SSLC -
Kendra Vidyalaya School
PUC -
Kendra Vidyalaya School
B. Com (General) -
Khalsa College
Skills
- Incident Management
- Major Incident Management
- Service Delivery Management
- ITIL
- Leadership Skills
- Process Improvement
- Team Management
- Operations Management
- Management Skills
- Service Level Agreements
- Problem Resolution
Certification
- ITIL Foundation
Accomplishments
· Recognized for client centricity and best services.
· Received appreciation from onshore resources for smooth and effective coordination.
· Received spot awards consecutively in 2020 and 2021.
Timeline
Senior Service Desk Analyst
TEKsystems
06.2020 - 02.2023
Service Delivery Associate
E-team
06.2018 - 08.2019
Supervisor
SLV Enterprise
01.2016 - 02.2018
Process Executive
Infosys BPO Ltd
03.2015 - 11.2015
SSLC -
Kendra Vidyalaya School
PUC -
Kendra Vidyalaya School
B. Com (General) -
Khalsa College
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