Shreyas B.K. T

Lead a 40-member Service Desk team, ensuring SLA adherence, quality incident resolution, and process

optimisation.

Developed and implemented IT policies and standard operating procedures that improved service consistency.

Defined performance metrics, conducted audits, and implemented feedback loops to drive performance

improvements.

Introduced knowledge management systems, reducing average resolution time and improving transparency.

Partnered with Infrastructure, IAM, and Security teams to align support functions with compliance objectives. Fostered an inclusive, high-engagement work culture through open communication and recognition

• Company Overview: Previously Dell
• Identified root cause Case Analysis Technical Troubleshooting.
• Collaborated with other teams to ensure successful resolution of customer inquiries.
• Ensured that all systems were running optimally by performing regular health checks on servers and network devices.
• Provided remote assistance to customers when required via phone or remote desktop tools.
• Responded promptly to customer emails regarding any IT related queries.
• Provided telephone support to staff members who require assistance with their computers or network connections.
• Provided first-level technical support to customers with IT related issues.
• Troubleshot and resolved hardware, software, network, and peripheral device problems.
• Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
• Previously Dell

• Provided technical support to customers via phone, email, and chat.
• Resolved customer inquiries in a timely manner with an emphasis on customer satisfaction.
• Maintained accurate records of customer interactions, inquiries, and resolutions.
• Assisted with the installation and configuration of hardware and software products for customers.
• Tracked service desk tickets using help desk ticketing system.
• Investigated complex issues and escalated them to appropriate teams when necessary.
• Analyzed trends in customer service requests to identify areas for improvement.
• Created user accounts in order to provide access to required resources and services.
• Provided remote troubleshooting assistance for end-users experiencing problems with their computers or applications.
• Remediation Planning Team Engagement Infrastructure Planning User Support Languages English.
• Developed best practices guidelines for resolving common service desk issues.
• Ensured proper documentation was maintained for all service desk incidents.