Vikram Minhas
Service Desk Executive
Gurgaon,Haryana
Summary
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
05.2019 - 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
03.2016 - 05.2019
- 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 01.2012 - 12.2015
Bachelor of Computer Applications - Bachelor of Computer Applications
HIMACHAL PRADESH UNIVERSITY
HIMACHAL PRADESH UNIVERSITY SHIMLA 01.2009 - 12.2012
Skills
Multitasking abilities
A good working knowledge of all levels of helpdesk support
Good telephone manner and customer service skills
Ability to work shifts and weekends - occasional overtime / overnight
Having the ability to listen to, understand and defuse difficult situations
Cultural Awareness
Excellent Work Ethic
Leadership
Certification
ITIL Foundation Level
Timeline
ITIL Foundation Level
12-2020
SERVICE DESK EXECUTIVE
Microland Limited
05.2019 - Current
HELPDESK ENGINEER
ADECCO INDIA
03.2016 - 05.2019
Master of Computer Applications - Master of Computer Application
BADDI UNIVERSITY OF EMERGING SCIENCE & TECHNOLOGY
01.2012 - 12.2015
Bachelor of Computer Applications - Bachelor of Computer Applications
HIMACHAL PRADESH UNIVERSITY
01.2009 - 12.2012