Shubham Goswami

• Provide leadership and guidance to the service desk team, ensuring efficient and effective delivery of IT support services
• Oversee the resolution of incidents and service requests within defined service levels, ensuring timely and accurate responses to customer inquiries
• Monitor service levels and key performance indicators (KPIs) to ensure that targets are met or exceeded
• Manage and prioritize incoming support requests, assigning tickets to team members
• Coach, mentor, and develop service desk team members, providing ongoing training and performance feedback
• Conduct regular performance evaluations for team members, addressing any performance issues and recognizing achievements
• Maintain and update the service desk knowledge base, ensuring that it contains accurate and up-to-date information for reference by the team
• Identify areas for service improvement and implement process enhancements to optimize service delivery
• Collaborate with other IT teams and stakeholders to resolve complex technical issues and ensure effective communication and coordination
• Prepare reports and metrics on service desk performance, including incident trends, customer satisfaction, and team productivity.

• Active Directory Management: Manage Active Directory services, including user accounts, group policies, security settings, and domain controllers
• Server Hardware: Oversee the physical hardware of Windows servers, including troubleshooting hardware issues and coordinating repairs or replacements
• Backup and Recovery: Managing backup and recovery policies and procedures using Commvault, ensuring the integrity and availability of critical data.
• Security and Patch Management: Ensure server security by applying security policies, implementing antivirus solutions, and regularly patching and updating servers
• Monitoring and Performance Tuning: Monitor server performance, troubleshoot performance issues, and optimize server configurations for efficiency
• User Support: Provide user support for Windows-related issues, including troubleshooting problems and assisting with software installations
• Implementing, and maintaining Windows Server environments, Active Directory, DNS, DHCP, Group Policy, and Exchange Server
• Documentation: Maintain documentation of server configurations, procedures, and troubleshooting guides
• Compliance: Ensure that servers and systems adhere to organizational and regulatory compliance standards
• Hypervisor Management: Install, configure, and manage HyperV
• Virtual Machine (VM) Deployment: Create, configure, and manage virtual machines, including resource allocation, networking, and storage
• Server Roles Management: Manage server roles and services such as Domain Name System (DNS), Dynamic Host Configuration Protocol(DHCP), and File Services
• Security: Coordinate with other members of the SOC team and relevant IT teams to contain and mitigate the impact of security incidents.

• Provide technical assistance and troubleshooting for laptops, printers, and other end-user devices.
• Respond to user inquiries and requests for assistance in a timely and professional manner.
• Diagnose and resolve software and hardware issues encountered by end-users.
• Install, configure, and support standard and customized software applications used by end-users.
• Collaborate with other IT teams, vendors, and stakeholders to resolve complex technical issues and implement IT projects.
• Communicate effectively with end-users to provide status updates, gather feedback, and ensure customer satisfaction.
• Provide ongoing support and guidance to help users maximize productivity and minimize disruptions.
• Develop and update knowledge base articles and user documentation to facilitate self-service and improve support efficiency.

Team Leadership and Management:

• Assign tasks, set priorities, and manage workload distribution among team members to ensure timely resolution of incidents and service requests.
• Conduct performance evaluations, provide feedback, and identify opportunities for professional development and training.

Incident and Request Management:

• Monitor the progress of tickets and escalate unresolved issues to higher levels of support or management as necessary.
• Coordinate with other IT teams or external vendors to facilitate incident resolution and service delivery within defined SLAs (Service Level Agreements).

Service Desk Operations:

• Establish and enforce service desk procedures, policies, and standards to ensure consistency, efficiency, and compliance with ITIL (Information Technology Infrastructure Library) best practices.
• Continuously assess and improve service desk processes and workflows to enhance service quality, responsiveness, and customer satisfaction.

Customer Relationship Management:

• Proactively communicate with end-users to provide updates on incident status, resolution steps, and service improvements.
• Gather customer feedback and insights to identify recurring issues, root causes, and opportunities for service improvement.

Performance and Quality Assurance:

• Monitor service desk performance metrics, including ticket volumes, response times, resolution rates, and customer satisfaction scores.
• Analyze data and trends to identify areas for improvement and implement corrective actions or process enhancements.

Training and Knowledge Management:

• Develop and deliver training programs for service desk staff, covering technical skills, customer service techniques, and IT policies and procedures.
• Maintain a knowledge base of common issues, solutions, and troubleshooting techniques to facilitate quick and effective resolution of incidents and requests.

Technical Support and Incident Management:

• Provide expert-level technical support to end-users, resolving escalated incidents and service requests efficiently and effectively.
• Serve as a subject matter expert (SME) for specific technologies, applications, or systems, offering in-depth knowledge and insights to resolve challenging problems.

Customer Interaction and Communication:

• Interact with end-users in a professional and courteous manner, demonstrating empathy, patience, and strong communication skills.
• Provide proactive updates and follow-up communication to keep end-users informed throughout the incident resolution process.

Team Leadership and Mentoring:

• Act as a mentor and escalation point for service desk analysts, providing guidance, coaching, and technical assistance to help develop their skills and capabilities.
• Collaborate with team members to share knowledge, exchange insights, and promote a culture of continuous learning and improvement.

Process Improvement and Documentation:

• Identify opportunities for process improvements and efficiencies within the service desk operation, proposing and implementing enhancements to streamline workflows, reduce response times, and enhance service quality.
• Document and maintain knowledge base articles, troubleshooting guides, and standard operating procedures (SOPs) to capture best practices, lessons learned, and solutions for common issues.

Quality Assurance and Performance Monitoring:

• Conduct quality assurance reviews of service desk interactions, assessing adherence to service standards, protocols, and best practices.
• Monitor service desk performance metrics and key performance indicators (KPIs), analyzing trends and identifying areas for improvement to enhance customer satisfaction and operational efficiency.

Training and Development:

• Assist in the development and delivery of training programs for service desk staff, covering technical skills, customer service techniques, and IT processes.
• Share expertise and insights with colleagues through knowledge sharing sessions, workshops, and collaborative forums, fostering a culture of continuous learning and professional growth.

• First Point of Contact: Act as the first point of contact for end-users seeking technical assistance via phone, email, chat, or in person.
• Incident Logging and Triage: Log and categorize incoming incidents and service requests in a ticketing system, ensuring accurate documentation of user issues.
• Incident Resolution: Provide timely and effective resolution of technical issues, utilizing troubleshooting techniques and knowledge base resources.
• Service Request Fulfillment: Fulfill service requests from end-users, such as software installations, hardware replacements, account creations, and access requests.
• Remote Support: Provide remote assistance to end-users using remote desktop control tools, guiding them through troubleshooting steps and resolutions.
• Escalation Management: Escalate unresolved or complex issues to higher-level support teams or specialized IT groups, ensuring prompt resolution and minimal impact on end-users.\
• Follow-Up and Closure: Follow up with end-users to ensure issue resolution and customer satisfaction, and close tickets in the ticketing system upon successful resolution.
• Documentation: Maintain accurate and up-to-date documentation of incidents, service requests, resolutions, and troubleshooting procedures in the knowledge base.
• Service Level Agreement (SLA) Compliance: Adhere to service level agreements (SLAs) and response time targets for incident resolution and service request fulfillment, ensuring service quality and customer satisfaction.

• Deliver an outstanding customer experience by focusing on employees' needs and providing timely resolutions with clear and regular communication
• Understand the critical needs of the business and escalate urgent issues to minimize the impact on business productivity
• Provide a single point of contact for employees and confidence that we are actively addressing their IT Issues
• Ensure Tickets are resolved within SLA
• Contribute to service desk objective, provide an excellent customer service experience.
  
  
  

• Working as a SME and Training New Joiners
• Problem Identification and RCA of issues
• Handling of Escalation cases and Major Incident Tickets
• Manage queues and assign tickets to analysts
• Create KB articles and train the team
• Maintain ownership and follow up on tickets till closure.