Tanushree Das

• Develop comprehensive process documentation, workflows, and knowledge articles to enhance IT service delivery and self-service capabilities.
• Lead process workflow modeling initiatives, driving collaboration on process improvements and automation to optimize end-to-end user experiences.
• Implement business process management techniques to effectively capture and address requirements.
• Conduct thorough reviews of process outputs and trend analysis to ensure alignment with client objectives and attainment of desired results.

Major Incident Management

• Analyzed incident reports to identify trends and areas for improvement in processes.
• Facilitated root cause analysis meetings to prevent future major incidents from occuring.
• Developed incident response plans based on best practices and organizational standards
• Communicated updates to the stakeholders throughout the incident managemnet lifecycle effectively.
• Monitored and tracked progress of Major Incidents from start to resolution using the tools.
• Identified improvement opportunities within the Incident Management process and worked with teams to implement changes

• Efficiently resolved incidents and service requests through email and ticketing systems, ensuring user satisfaction.
• Delivered first-level support, swiftly addressing hardware, software, and application issues for all users.
• Meticulously documented, tracked, and monitored issues for prompt resolution within a service management system.
• Facilitated the installation, configuration, and maintenance of desktop computers, peripherals, and software, enhancing system reliability.
• Managed a comprehensive inventory of equipment, software, and licenses, overseeing timely updates and upgrades.
• Performed remote troubleshooting, offering clear technical guidance to non-technical users, ensuring seamless operation.
• Enriched the knowledge base by documenting new solutions and recurring user problems, promoting efficiency.
• Collaborated with the IT support team to optimize service desk operations and processes, boosting overall user satisfaction.

• Delivered prompt, accurate, and professional responses to user inquiries via email, ensuring customer satisfaction and engagement.
• Provided expert technical support, resolving game installation, connectivity issues, and in-game glitches.
• Managed and resolved account-related issues, including password resets, account recovery, and configuration of account settings.
• Collected and relayed user feedback to the development team, contributing to game enhancement and user experience optimization.
• Updated and curated the FAQ section, streamlining customer access to information and reducing support ticket volume.
• Collaborated with the development team to guarantee a seamless and high-quality customer service experience.
• Maintained comprehensive knowledge of the latest game updates, patches, and features to offer up-to-date support to customers.

• Efficiently addressing customer inquiries via email, phone, chat, and social media, ensuring prompt and accurate information delivery.
• Expertly identifying and resolving customer issues, including technical troubleshooting, complaint management, and solution provision.
• Possessing an in-depth knowledge of the company's products or services to offer precise support to customers.
• Documenting customer interactions comprehensively for issue tracking and service enhancement.
• Collecting customer feedback and channeling it to appropriate departments for product and service optimization.
• Escalating complex or unresolved customer issues to advanced support teams or relevant departments.
• Staying abreast of new offerings, services, and policy updates to deliver top-tier customer support.
• Serving as an effective intermediary, conveying customer needs and concerns to the company accurately.
• Monitoring support quality to ensure alignment with company standards and customer satisfaction.
• Upholding a professional and courteous manner in all customer interactions to build and maintain positive rapport.