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

Certification

years of post-secondary education

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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