Hi, Team,

Handling L2 service desk calls provided the best customer experience

Also working on the chats and email support.

Coordinates activities for High and Critical Incidents, P1/P2 process.

Effectively exceeded issue-resolution targets and achieved exemplary customer satisfaction

Provide technical support involving desktop, laptop, handheld devices, network hardware, or network services.

Regular CSAT analysis is performed for the team.

Identified key shift left activities from other partner Teams.

Identified new process change, shared with the team a new knowledge article for the same.

Ensuring to give on-call resolution to the user, keeping in mind the process parameters and targets.

Played a key role in driving any issue at the offshore location for any hardware or software issue.

Identified new issues associated with Service Desk and implemented a solution to address them.

Contributed towards the setup of centralized Service Desk from regional sites.

Working in adherence to all the SLA targets that need to be achieved as a Team. 

Providing  roles  to the user, shared drives, active directory

Providing roles on oracle databases.

Identified key Service Desk process improvement plans/ addons and shared them with the client.

Also worked on the live cloud application like Azure Active Directory and MFA update.

Also, work on the Citrix application as a first-level expert.

Monitoring Network operations and supporting other teams to perform their regular work.