Summary
Overview
Work History
Education
Skills
Certification
Father's Name
Personal Information
Languages
Timeline
Generic

Shraddha Singh

Lucknow

Summary

To work with an organization providing dynamic and challenging environment. To grow and excel with the organization by using all my knowledge, skills, and experience. As a Service Desk Shift Lead, I am responsible for providing support and guidance to the Service Desk Analysts working alongside me.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Shift Lead (Service Desk)

HCL Tech
Lucknow
10.2023 - Current
  • Monitored employee performance and provided feedback on areas for improvement such as FCR, CSAT, ICR, & Quality etc.
  • Ensure team meets the client services SLA.
  • Ensuring that all activities completed during the shift are completed to a high standard.
  • Responsibility for the quality of all communications issued by the SEG.
  • Act as a point of escalation as part of the Incident Management process.
  • Coach, develop and motivate colleagues, offering training sessions to address gaps in capability.
  • Work with the Service Desk Analysts to provide first level customer contact and facilitate resolutions to customer issues.
  • Track, route and direct requests and incidents to the correct resource escalating where appropriate via mail or correct assignment groups.
  • Measure KPIs and queues ensuring all requests are dealt with professionally and effectively.
  • Monitor the CMS and be responsible for ensuring any alarms are dealt with effectively and efficiently, reducing risk to the facilities.
  • Log and manage all customer complaints through to successful resolution.
  • Monitoring Hourly or daily basis SLA reports.
  • Handling the supervisor calls of high rated users on my shift.
  • Exporting incident reports from Service now environment such as ageing of the incidents and staff login / break adherence reports from CMS and Eichi tool.

Analyst (Service Desk)

HCL Tech
07.2022 - 10.2024
  • Working on queue tickets
  • Identifying and diagnosing issues and problems
  • Categorizing and recording reported queries as ticket on snow tool (Service Now tool) and providing solutions
  • Advising users on appropriate course of action
  • Escalating, if needed, unresolved problems to a higher level of support
  • Providing essential online security advice and support
  • Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services
  • Providing technical support or assistance to user
  • Performing basic trouble shooting by taking remote machine
  • Ensuring that various types of information are communicated to users through the appropriate channel(s)
  • Ensuring user queries or issues are captured, validated, and triaged for further processing.

Admin & CRM Executive

Emaar India Gomti Greens
02.2020 - 07.2022
  • Having knowledge to follow-ups with client to clear their outstanding
  • Remaining in regular contact with clients to understand and meet their needs
  • Responding to complaints and resolving issues to the customer's satisfaction and to maintain the company's reputation
  • Responsible for receiving in-bound and making out-bound calls to connect with customers
  • Analyzing customer behavior and setting frequency of call penetration
  • Responsible for collection activities of all the active customers
  • Following up complicated customer calls where required
  • Supporting customers sharing Invoice copies and SOA's basis the requirement
  • Maintaining work efficiency and responding quickly to customer inquiries through mail, call, or WhatsApp
  • Identifying, escalating priority issues, and reporting to the high-level management
  • Conducting clerical duties, including filing, answering phone calls, responding to emails, and preparing documents for management
  • Coordinating project deliverables
  • Performing accounting tasks, including invoicing and budget tracking
  • Providing administrative support for the operations team
  • Preparing regular reports on expenses and office budgets
  • Maintaining and updating company databases
  • Managing the petty cash allocated for the site and trying to bring down the expenses
  • Raising indents for work orders and collecting quotations from vendors for the same
  • Making a Monthly Management Report for clients about many aspects of the property along with the relevant data, trackers, and analysis

Education

MSC -

Awadh University
01.2021

BSC -

Lucknow University
01.2018

Intermediate -

01.2014

Skills

  • Excellent written and communication skills
  • Effective prioritization and execution of tasks in a high pressure environment
  • A flexible approach to work at all times and the commitment to ensure tasks are completed to deadline
  • Process driven, with the ability to focus on the end result
  • Ability to learn quickly and work on own initiative
  • A person oriented with a capacity for hard work and a high level of integrity
  • Capability of working for long hours to achieve the goals
  • Can manage and motivate people to get the work done
  • Organizational and time-management skills

Certification

  • Experience in working within an ITIL environment.
  • Experience with working within a Service Desk or Service Management Environment
  • IT literate.
  • Competent in the use of Microsoft office and CRM tools.
  • Experience in Service Now tool environment.

Father's Name

Mr. Amresh Singh

Personal Information

  • Date of Birth: 09/04/98
  • Gender: Female
  • Nationality: Indian
  • Marital Status: Single

Languages

Hindi, English

Timeline

Shift Lead (Service Desk)

HCL Tech
10.2023 - Current

Analyst (Service Desk)

HCL Tech
07.2022 - 10.2024

Admin & CRM Executive

Emaar India Gomti Greens
02.2020 - 07.2022

MSC -

Awadh University

BSC -

Lucknow University

Intermediate -

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