Nisha +91-9773670400

Working in IT Service Desk, ServiceNow, CA tools Service Desk, Spectrum

Job responsibilities:

• Working with ServiceNow Platform

Experience in ServiceNow platform as an administrator.

Functional and Technical knowledge about ServiceNow Platform.

Core application Administration: Policies Interactions,Events Notification.

Managing Client scripts, UI Policies, UI Actions and Data policies.

Defining Service Level Agreements and notifications.

Develops new application from beginning to end.

Maintains existing application, creates codes that meets system standards.

• Working with CA Service desk tool version 14.1, Providing Support to client regarding asset management and movement
• Take overall responsibility for incident management and request fulfillment on the Service Desk. This could also be expanded to any other activity taken on by the Service Desk – e.g Monitoring certain classes of event.
• Working on SQL query for uploading data in CA Service Desk
• Working on CA Spectrum tool for monitoring purpose
• Maintained applications to keep software current with necessary software updates and upgrades.
• Increased customer satisfaction by resolving issues.
• Carried out day-to-day duties accurately and efficiently.
• Worked closely with other team members in such tasks as troubleshooting and debugging.
• Delivered support training to help customers learn key features of applications.

• Worked with CA Service desk tool version 14.1, Providing Support to ONGC employee regarding asset management and movement
• Used SQL query for uploading data in CA Service Desk
• Worked on CA Spectrum tool for monitoring purpose.
• Learnt basics of ServiceNow.

• Support to client regarding asset management and movement
• Creating Users in Service Desk tool
• Working with CA Service desk tool version 12.5
• To raise request on behalf of users
• Uploading data using SQL query on CA Service Desk
• Take overall responsibility for incident management and request fulfillments on the Service Desk
• This could also be expanded to any other activity taken on by the Service Desk – e.g Monitoring certain classes of event.
• Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
• Trained and supported new team members, maintaining culture of collaboration.
• Answered incoming telephone calls and processed incoming and outgoing mail to support office staff.
• Kept detailed records of daily progress to identify and correct areas needing improvement.

• Providing IT infrastructure support and troubleshooting of remote location clients through remote assistance (Net meeting, IBM endpoint remote controller, DSM, VNC) Telephone
• Ensure the rise in High Customer Satisfaction, reducing escalations with complete track of same
• Lotus Notes Client (8.5.3 and 9.0.1) Support, installation & configuration, troubleshooting
• Maintaining the Banking Applications, Mailing Server.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
• Collaborated with team members to achieve target results.
• Resolved problems, improved operations and provided exceptional service.
• Delivered services to customer locations within specific timeframes.
• Worked with customers to understand needs and provide excellent service.

• Worked on CRM software, main motive was to handle customer, understand customer query/issue and then provide him better resolution or to raise a complaint regarding his issue
• Daily system monitoring, verifying and reviewing all hardware, server resources, systems and key processes etc
• Regular security monitoring to identify possible disturbance, performing daily backup operations
• Investigating all issues related to IT infrastructure for internal teams or clients using telephone/emails etc.