Rakshitha S
Bangalore
Summary
Looking for a challenging opportunity to work as a Service Desk Analyst by contributing to the company's growth and in turn ensuring personal growth within the organisation.
Detail-oriented Service Desk Analyst with strong diagnostics and troubleshooting skills. Proven ability to resolve issues effectively using ServiceNow and enhance knowledge management processes.
Overview
5
5
years of professional experience
Work History
L2 Support Engineer
Infinite computer solutions
Banglore
01.2023 - 01.2026
- Troubleshot and resolved technical issues for clients using remote support tools.
- Collaborated with cross-functional teams to enhance customer support processes.
- Provided technical support to users, troubleshooting hardware and software issues.
- Identified issues and implemented appropriate solutions to deliver quick and effective remediation.
- Collaborated with development teams to report bugs and suggest improvements based on customer feedback.
- Participated in after-hours on-call rotation to provide 24/7 support for critical issues.
- Advised management on the feasibility and implementation of new technology solutions.
- Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained positive working relationship with fellow staff and management.
- Conducted root cause analysis for recurring problems to prevent future occurrences.
- Diagnosed and resolved technical issues for clients in a timely manner, ensuring minimal downtime.
- Installed new software applications and updated existing ones according to company standards from self service client.
- Analyzed customer feedback in order to recommend improvements that could be made in products and services offered by the organization.
- Conducted regular follow-ups with customers to ensure issue resolution satisfaction.
- Diagnosed and resolved customer inquiries through phone and email communication.
- Provided technical support for hardware and software issues across multiple platforms.
- Managed escalations to higher-tier support teams for complex technical issues.
Service Desk Analyst
HCL Technologies
Banglore
06.2021 - 10.2022
- In this project, I worked as a Service Desk Analyst.
- Good understanding and exposure on KB Articles.
- Offered remote support for clients via email and chat.
- Got good reviews and recognition from clients and internally.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Worked on ticket handling and involved in guiding the rookies on doubts and difficulties in tickets and KBs.
- Moved to Email handling team and served the customer over mail providing solutions for the issue.
- Provided technical support for end-users via phone, email, and chat.
- Provided first-level technical support to customers with IT related issues.
- Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
- Assisted users with installation of new applications or software updates as needed.
- Provided remote assistance to customers when required via phone or remote desktop tools.
- Analyzed and resolved IT problems to achieve complete resolution for customers with minimal productivity loss.
- Resolved issues on initial call of time using internal knowledge base, troubleshooting skills, experience, and team resources.
Education
BCA -
N. D. R. K. First Grade College
Hassan, Karnataka, IndiaSkills
- Ticket Handling
- Knowledge Article
- Diagnostics and troubleshooting
- Effective Communication
- Service-now Tool
- Chat Process
- Mail Process
- ServiceNow
- Knowledge management
- Issue resolution
- Effective communication
- Account management
- Technical support
- Ticketing systems
Hobbies and Interests
- Cultural Activities
- Stage Performer
- Dancing
- Obsessed about travelling and adventures
Projects
Caterpillar Inc., 06/01/21, 10/01/22, In this project, I worked as a Service Desk Analyst., Good understanding and exposure on KB Articles., Offered remote support for clients via email and chat., Got good reviews and recognition from clients and internally., Performed quality assurance and quality control assessments of support ticket fulfillment., Worked on ticket handling and involved in guiding the rookies on doubts and difficulties in tickets and KBs., Moved to Email handling team and served the customer over mail providing solutions for the issue.
Languages
- Kannada, Full Professional Proficiency
- English, Full Professional Proficiency
- Hindi, Limited Working Proficiency
Personal Information
Date of Birth: 04/30/99
Languages
Kannada
First Language
English
Proficient
C2
Hindi
Beginner
A1
Timeline
L2 Support Engineer
Infinite computer solutions
01.2023 - 01.2026
Service Desk Analyst
HCL Technologies
06.2021 - 10.2022
BCA -
N. D. R. K. First Grade College