NILANSHU DUTTA
Kolkata
Summary
Highly detail-oriented individual, eager to contribute towards the building of a strong finance team. Skilled at handling Balance Sheets, preparing Journals, General Ledgers and High Knowledge of GAAP and understanding of various Accounting and Finance tools.
Resourceful Service Desk Analyst known for high productivity and efficient task completion. Skilled in troubleshooting, ITIL frameworks, and incident management, with strong abilities in customer service, problem-solving, and communication. Excel at understanding user needs and delivering effective solutions to improve system usability and performance.
Overview
3
3
years of professional experience
Work History
Software Analyst
Capgemini
Kolkata
11.2022 - Current
- Highly skilled and customer-focused Service Desk Associate with 1.5 years of experience in providing technical support and troubleshooting assistance to end-users.
- Proficient in utilizing help desk software to manage and resolve tickets efficiently.
- Adapt at communicating technical information in a clear and understandable manner.
- Key Responsibilities:
- Responding to incoming support requests via phone, email, or ticketing system.
- Diagnosing and resolving technical issues related to hardware, software, and network connectivity.
- Escalating complex issues to appropriate teams for further investigation and resolution.
- Providing step-by-step guidance and training to users on utilizing software applications and tools.
- Maintaining accurate records of support requests and resolutions in the help desk system.
- Collaborating with other team members to improve support processes and procedures.
- Ensuring high levels of customer satisfaction through prompt and effective resolution of issues.
- Skills
- Strong technical aptitude with proficiency in troubleshooting Windows.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Familiarity with help desk software such as ServiceNow.
- Ability to work efficiently under pressure and prioritize tasks effectively.
- Exceptional customer service skills with a focus on delivering positive user experiences.
- Proven ability to work independently and as part of a team in a fast-paced environment.
Education
B.B.A/ B.M.S - Management
Jain University
01.2022
12th - English
Dayananda Sagar University
Karnataka01.2018
10th - English
Loyola School
Jamshedpur01.2015
Skills
- Ticket Management
- Servicenow
- Active Directory
- Troubleshooting
- ITIL
- Management
- Remote Desktop tools
- Excel
- Power Bi
- Slas
- Ticketing Tools
- It Service Desk
- Help Desk Operations
- Basic troubleshooting of hardware (printer)
- Microsoft 365 Applications
Projects
Internship, 92 Days, Human Resource Intern, As POC organizing a team of 6 while engaging with the manager., Posting Job requirements across various social media platform and hiring according to the requirements., Hiring Campus Ambassador from various colleges. Internship, 31 Days, Business Development Intern, Survey of various coaching facilities and design prospects as needed for ease of payments.
Languages
- English
- Hindi
- Bengali
Languages
English
Proficient
C2
Hindi
Proficient
C2
Bengali
Upper Intermediate
B2
Timeline
Software Analyst
Capgemini
11.2022 - Current
B.B.A/ B.M.S - Management
Jain University
12th - English
Dayananda Sagar University
10th - English
Loyola School
Similar Profiles
Karan TalwarKaran Talwar
Associate Consultant | Cloud Infrastructure Services at CapgeminiAssociate Consultant | Cloud Infrastructure Services at Capgemini
Mithilesh KUMARMithilesh KUMAR
QA Leads – GE at CapgeminiQA Leads – GE at Capgemini
Mani KalivarapuMani Kalivarapu
Oracle EDI Consultant (Implementation and Support) at CapgeminiOracle EDI Consultant (Implementation and Support) at Capgemini
Tamaghna BanerjeeTamaghna Banerjee
Senior Data Engineer at CAPGEMINISenior Data Engineer at CAPGEMINI
ASWINI KUMAR SHARMAASWINI KUMAR SHARMA
Associate General Manager – Procurement at AMPIN Energy Transition Pvt. Ltd.Associate General Manager – Procurement at AMPIN Energy Transition Pvt. Ltd.