Nivedha A
Chennai
Summary
Dedicated Service Desk Analyst with over 5 years of experience in providing exceptional IT support and optimizing organizational systems. Expertise in team leadership and mentoring, coupled with a strong ability to troubleshoot complex technical issues, significantly enhances user satisfaction. Notable for streamlining processes that improve overall IT operational efficiency and effectiveness.
Overview
8
8
years of professional experience
Work History
Service Desk Analyst
DHL IT SERVICES
Chennai
08.2019 - Current
- Provide advanced technical support for hardware, software, and network-related issues.
- Troubleshoot and effectively resolve technical applications such as MS Office, SharePoint, O365, Cisco, Avaya OneX, Avaya DAD Client, printers, and Active Directory.
- Serve as a point of escalation for complex incidents, ensuring swift and effective resolution.
- Oversee incident management processes, including categorization, prioritization, and resolution.
- Collaborate with other IT teams to ensure the seamless integration of IT processes across the organization.
- Experience with multiple software platforms, such as MS Office applications, ServiceNow, M365 applications, SharePoint, Cisco, Avaya OneX, Avaya DAD Client, printers, Active Directory, Citrix - VDE, FileZilla, Remote Desktop Connection, Bomgar, Registry Editor, and Windows.
- Delegate specific service desk responsibilities to team members to create specialization and increase the service delivery pace.
- Provided first-level support for hardware and software issues, meeting or exceeding service-level agreements.
- Utilizing knowledge of the customer environment, delivering timely and high-quality incident resolution, focusing on root cause analysis, prevention, and knowledge transfer.
- Lead the resolution of complex incidents, ensuring timely and effective solutions to minimize the impact on business operations.
- Continuously assess and optimize service desk operations, implementing improvements to enhance efficiency and responsiveness.
- Provided a possible KPI improvement area plan that helps in improving AFLs.
- Providing process training to new starters.
- Coordinated with the Problem Management Team as a problem specialist to monitor and report potential issues, test the workaround with users, and document incident-to-problem relation tickets for the team.
- Responsible for process alignment, reviewing KPIs (deep dives and improvement plans), and handling follow-ups with the team.
- Very Special Achievement Award - VESPAA for 2022, for Improvement Warrior.
Business Support Associate
VERTEX
Chennai
08.2017 - 06.2019
- Responded to support requests from end users, and patiently walked individuals through basic troubleshooting tasks.
- Followed up with clients on a weekly basis to verify optimal customer satisfaction following support engagement and problem resolution. Managed a team of 15 members in the absence of the team lead, and motivated them to achieve team metrics.
- Handled emails and chats simultaneously with multiple mediums.
Education
Bachelor of Computer Applications -
Hindustan University
Chennai, India01-2017
Bachelor of Commerce & Computer Science
St. Brittos Matriculation HR. Sec. School
Chennai, India01-2014
10th
Sri. Ramakrishna Mission Matriculation HR. Sec.
Chennai, India01-2012
Skills
- Global ServiceNow
- ITIL
- HDI - Desktop Advanced Support Technician
- Incident Management
- M365 Applications
- Windows
- Active Directory
- Bomgar - Remote Desktop Connection
- IT troubleshooting
- Citrix, VDE
- Virtual Desktop Troubleshooting
- User Experience Testing
- Knowledge Article Management
Accomplishments
- Very Special Achievement Award - VESPAA for 2022, for providing insights on developing the Avaya DAD Tool Enhancement
- Winner of the Service Desk Awards Q1 2023 under the Great Place Hero category
- Winner of the Service Desk Awards for Q4 2023 under the Great Place Hero category
Timeline
Service Desk Analyst
DHL IT SERVICES
08.2019 - Current
Business Support Associate
VERTEX
08.2017 - 06.2019
Bachelor of Computer Applications -
Hindustan University
Bachelor of Commerce & Computer Science
St. Brittos Matriculation HR. Sec. School
10th
Sri. Ramakrishna Mission Matriculation HR. Sec.
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