Headline

Service Desk Analyst @ Tata Consultancy Services | Help Desk Implementation, Application Support | Exchange Administration | Teams Administration

About

As a Senior Service Desk Analyst at Tata Consultancy Services since August 2021, I specialize in delivering robust IT support and managing knowledge resources for the organization. My role includes creating comprehensive knowledge articles, and resolving issues related to Jira, Confluence, and other tools, ensuring operational efficiency. I also possess hands-on expertise in M365 Administration, Active Directory, Exchange Administration, Intune Admin portal, and multiple remote support tools like ServiceNow, LogMeIn Rescue, and Cisco AnyConnect. With over four years of professional experience, I am committed to facilitating seamless IT operations through change and problem management, as well as managing third-party licenses such as Office 365 and Adobe. My proficiency in technical troubleshooting, coupled with a focus on process improvement, enables me to support organizational goals effectively.

Location

Kochi

Work experience

Service Desk Analyst at Tata Consultancy Services, Aug 2021 - Present · 4 yrs 10 mos, Kochi, At Tata Consultancy Services, I played a pivotal role in enhancing service quality as a Service Desk Analyst. My responsibilities included managing service requests, delivering L2 technical support, and optimizing incident documentation processes. By fostering a remote-first culture, I contributed to team efficiency and innovation. I also developed a knowledge management database that empowered users to resolve 30% of their requests independently.

Senior Service Desk Engineer at TeamLease Digital, Sep 2020 - Aug 2021 · 1 yr, Remote, • Managed service requests and incidents, ensuring adherence to established procedures. • Logged and categorized incidents by symptoms and resolutions to maintain accurate records. • Collaborated with team members to track reliability data, enhancing service quality. • Contributed to a remote-first culture at TeamLease Digital, fostering innovation and efficiency. • Delivered L2 technical support, resolving complex hardware and software issues while adhering to ITIL best practices. • Streamlined incident documentation processes, reducing ticket closure time by 22% through standardized templates and automated workflows. • Developed a comprehensive knowledge management database, enabling self-service resolution for 30% of incoming requests. • Optimized service reliability monitoring, enhancing team efficiency by 18% through KPI tracking and process improvements.

Senior Associate at Sutherland, Jan 2015 - Apr 2020 · 5 yrs 4 mos, Kochi, • Provided L3 support by identifying hardware and software solutions to troubleshoot technical issues effectively. • Installed and configured hardware and software, ensuring seamless operation for customers. • Engaged with customers to quickly diagnose problems and deliver timely, accurate feedback. • Managed multiple cases simultaneously, maintaining high standards of procedural documentation.

Education

Bachelor of Commerce (B.Com.), Information Technology, Bharathiar University

Integrated corporate solution Engineering, Information Technology, ICS INDIA