Headline

IT Analyst

About

IT Service Desk and Customer Support Analyst with 5+ years of experience delivering L1 support, incident management, and customer support in enterprise and SaaS environments. Strong hands-on experience with ServiceNow, ITIL processes, Active Directory, Office 365, Windows troubleshooting, SLA management, and customer experience. Proven track record of resolving incidents, reducing backlog, meeting SLAs, and improving CSAT by working closely with cross-functional teams.

Location

New Delhi

Work experience

Information Technology Operations Analyst at Xalient, Jul 2023 - Nov 2024 · 1 yr 5 mos, Bengaluru, Karnataka, India

Information Technology Operations Analyst at Xalient, Jul 2023 - Nov 2024 · 1 yr 5 mos, London Area, United Kingdom, Worked closely within the team to meet client requirements and help reduce the business impact on crictical issues and supported team to meet target SLA’s. Worked on the Backlog Incidents and Overdue Changes to support team in reducing the aged incidents and reducing the backlog counts. • Worked on service requests. • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues. • Identify and diagnose issues and problems. Categorize and record reported queries and provide solutions. • Support problem identification. Advise users on appropriate course of action. Monitor issues from start to resolution. Escalate, if needed, unresolved problems to a higher level of support

Consultant at TO THE NEW, Mar 2022 - May 2023 · 1 yr 3 mos

Senior Analyst at HCL Technologies, May 2021 - Jan 2022 · 9 mos

Operations Executive at CRM Services, Oct 2019 - Nov 2020 · 1 yr 2 mos

Assistant Manager at Bajaj Finserv, Feb 2018 - 2019 · 1 yr

Education

Bachelor of Engineering - BE, Electrical, Electronics and Communications Engineering, Rajiv Gandhi Prodyogiki Vishwavidyalaya

Postgraduate Degree, Computer app, Makhanlal Chaturvedi National University of Journalism and Communication, Bhopal