Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Nikita Dayalani

Summary

Proactive and customer-focused Technical Support Analyst with 3 years of experience delivering fast, reliable support in a high-demand global environment. Skilled in troubleshooting, access management, and overnight operations, with a strong track record of improving processes and user satisfaction.

Overview

3
3
years of professional experience

Work History

Overnight Helpdesk Associate

Wipro Technologies Ltd.
Pune
06.2023 - Current
  • Delivered overnight technical support to offshore and U.S.-based users, focusing on access control and identity management.
  • Utilized cloud-based contact center platform integrated with VoIP systems for efficient voice interaction management.
  • Maintained high ticket hygiene and consistently achieved first-time resolution accuracy.
  • Conducted onboarding and knowledge transfer sessions for new team members to ensure compliance with turnaround time standards.
  • Engaged in process improvement initiatives, advocating for operational enhancements such as toll-free helpdesk access for offshore users.
  • Adhered to quality parameters, achieving maximum scores while proposing additional criteria for quality audits.

Administrator L1

Wipro Technologies Ltd.
Pune
02.2022 - 05.2023
  • Delivered high-quality support for computer hardware, software, operating systems, and telephony systems via ServiceNow CRM.
  • Took ownership of ServiceNow incidents, achieving timely resolutions within defined SLAs.
  • Resolved issues with Microsoft 365, Zoom, Webex, and Adobe Reader.
  • Assisted users in setting up Intune MDM platform and installing applications.
  • Suggested enhancements to knowledge base to ensure accurate documentation for team use.
  • Maintained strong user communication, providing regular updates on incident status and outcomes.

Education

Bachelor of Business Administration -

Ness Wadia College of Commerce
Pune
01-2021

12th Standard - CBSE

The Jain International School
Bilaspur
01-2018

10th Standard - CBSE

St. Francis Sr. Sec. School
Bilaspur
01-2017

Skills

  • IT helpdesk support and troubleshooting
  • ITIL v4 foundation
  • LEAN process knowledge
  • ServiceNow proficiency
  • Zoom operations
  • Nexthink certification
  • Communication and customer service
  • Problem-solving and analysis
  • Adaptability and learning

Accomplishments

  • Gold medalist in the English Olympiad, 2017-2018
  • The star performer of the team at Wipro
  • Certificate of appreciation for outstanding team contributions

Languages

  • English
  • Hindi

Timeline

Overnight Helpdesk Associate

Wipro Technologies Ltd.
06.2023 - Current

Administrator L1

Wipro Technologies Ltd.
02.2022 - 05.2023

Bachelor of Business Administration -

Ness Wadia College of Commerce

12th Standard - CBSE

The Jain International School

10th Standard - CBSE

St. Francis Sr. Sec. School

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Nikita Dayalani