Niraj Jha
Service Desk Analyst
Bengaluru
Summary
Analytical Technical support for Software/Application/iTunes. With broad ranging IT support experience coupled with robust understanding of IT Cloud infrastructure and environments within large organization.
Overview
5
5
years of professional experience
7
7
years of post-secondary education
1
1
Language
Work History
Service Desk Analyst
CSG International
bengaluru
08.2020 - Current
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
Customer Support Associate
Concentrix Services India PVT LTD
Bangalore
07.2019 - 08.2020
AEGIS CUSTOMER SUPPORT PVT.LTD
04.2018 - 05.2019
- In Concentrix (Avalon Process Technical)
- Analysis and solving of moderately Complex Problems
- Creating New Solutions where needed, adapting existing methods and procedures
- Following the Procedural based Articles
- Providing Technical solutions over the call
- Handling Software related Queries
- Handling escalations from T1 Advisor
- Handling complaints and dissatisfied customers and giving best resolutions and closing the faults
- Accountable for Technical Inbound/Outbound calls and email support
- Providing accurate, valid and complete information through interactive communication using the right methods and tools
- Managing large volumes of incoming and outgoing calls
- Maintaining the client privacy.
Education
Bachelor of Business Administration -
Bangalore University
01.2014 - 01.2017
Higher Secondary - PUC 1 And 2
Bihar Secondary Education Board
07.2012 - 03.2014
Leaving Certificate -
West Bengal Board of Secondary Education
03.2010 - 03.2011
MBA - Marketing And Operations Management
MIBM GLOBAL
NOIDA , UTTAR PRADESH 08.2020 - 05.2022
Skills
CORE COMPETANCYStrong foundation of knowledge in Windows, MS Office, MS Excel, MS word and Power PointExpertise in supporting technical issuesSkilled in Windows, Mac, IOS and troubleshootingExperience in working on Windows and MacQuick Learner with patience and diligentQuality focused and organizedSTRENGTHSPositive attitudeCommunication and Analytics SkillsSelf-ConfidenceParticipated in district sports
Timeline
Service Desk Analyst
CSG International
08.2020 - Current
MBA - Marketing And Operations Management
MIBM GLOBAL
08.2020 - 05.2022
Customer Support Associate
Concentrix Services India PVT LTD
07.2019 - 08.2020
AEGIS CUSTOMER SUPPORT PVT.LTD
04.2018 - 05.2019
Bachelor of Business Administration -
Bangalore University
01.2014 - 01.2017
Higher Secondary - PUC 1 And 2
Bihar Secondary Education Board
07.2012 - 03.2014
Leaving Certificate -
West Bengal Board of Secondary Education
03.2010 - 03.2011