Experienced Service Desk Executive with over 4 years of experience in IT Sector. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
1
1
Certification
8
8
years of post-secondary education
5
5
years of professional experience
Work History
SERVICE DESK EXECUTIVE
Microland Limited
Gurgaon, Haryana
2019.05 - Current
Assignment of tickets to the concerned team as per the SLA defined in the tool.
Providing first level support to the users on their IT issues and following up on their requests.
Coordination with different teams and departments and expediting the process to get the issue resolved.
Answering & responding to all calls & requests within agreed time scales
Looking into the escalations raised by the users and working to get them close.
Preparing reports like Daily, weekly and Monthly reports on SLA breached.
Documented all transactions and support interactions in system for future reference and addition to knowledge base.
HELPDESK ENGINEER
ADECCO INDIA
Gurgaon, Haryana
2016.03 - 2019.05
Assignment of tickets to the concerned team as per the SLA defined in the tool.
Providing first level support to the users on their IT issues and following up on their requests.
Providing 24*7 support to the End users.
Helped streamline repair processes and update procedures for support action consistency.
Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Education
Master of Computer Applications - Master of Computer Application
BADDI UNIVERSITY OF EMERGING SCIENCE & TECHNOLOGY
Baddi, Himachal Pradesh
2012.01 - 2015.12
Bachelor of Computer Applications - Bachelor of Computer Applications
HIMACHAL PRADESH UNIVERSITY
HIMACHAL PRADESH UNIVERSITY SHIMLA
2009.01 - 2012.12
Skills
Multitasking abilities
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Certification
ITIL Foundation Level
Timeline
ITIL Foundation Level
2020-12
SERVICE DESK EXECUTIVE
Microland Limited
2019.05 - Current
HELPDESK ENGINEER
ADECCO INDIA
2016.03 - 2019.05
Master of Computer Applications - Master of Computer Application
BADDI UNIVERSITY OF EMERGING SCIENCE & TECHNOLOGY
2012.01 - 2015.12
Bachelor of Computer Applications - Bachelor of Computer Applications