Help Desk Analyst
KPMG
Total years of experience :18 years, 10 months
• Provided end-users with a first point of contact in order to identify, triage and resolve technical problems for end-users and when required, re-direct technical problems to other appropriate Information Systems staff.
• Professionally responded to telephone calls, emails and personnel requests for technical support and track and monitor open problems to ensure service level standards are met.
• installed software, and upgrades for users manually, remotely, or through SCCM.
• Documentation and KB writing, for processes and how to's and KB.
• Responded to questions from callers and walk-ins, remotely assist staff with technological problems in the field and help clients in the office.
• helped in the help-desk processes through incident tracking and research.
• account creations and setups.
• Installed and troubleshooted software, and meeting software and video conferences, mobile support
• managed users Mobile Iron, BES, Conference accounts.
• Provided end-users with a first point of contact in order to identify, triage and resolve technical problems for end-users and when required, re-direct technical problems to other appropriate Information Systems staff.
• Professionally responded to telephone calls, emails and personnel requests for technical support and track and monitor open problems to ensure service level standards are met.
• Trained users and/or support on any installed (in-house developed as well as off the shelf) applications.
• Ensured all desktop hardware, software and components are properly installed and configured on each workstation.
• Ensured procedural documentation is current for all new installs, updates, contact information and/or other system related events
• Responded to questions from callers and walk-ins, remotely assist staff with technological problems in the field and help clients in the office.
• Helped in Developing help desk standards for operating procedures and accurately log all help desk incidents using call-tracking software.
• created users in active directory and oracle and telephony.
• Took leadership for project teams, in resolving issue in network or installations of new locations, and on call duties.
• installed and troubleshooted Office 365. Lync, and managed users in 365.microsoft accounts.
• managed users Citrix apps in adding and removing apps
Key Responsibilities :
• Providing first and second level support to SMART's internal and external customers via phone, chat and e-mail to accomplish greater operational effectiveness/ efficiency.
• Sustaining an extensive knowledge of technical troubleshooting for SMART products and delivering extensive technical support within SMART's service level and quality procedures.
•Resolving all technical difficulties in the absence of documented procedures by identifying areas of obstruction/ breakdown and rectifying ambiguities through application of trouble shooting tools.
• Performing regular system checks and preventive maintenance to ensure optimum system performance.
• Verifying potential product issues, thereby coordinating testing and debugging of applications to ensure they meet specifications/productive usage.
• Supervising overall activities of the team, developing training material, imparting product training and performance reviews periodically to maintain a motivated team.
• Designed reporting structures and submitted monthly data of performance parameters to the upper management, along with proposals to eliminate bottlenecks in maintenance.
• Keeping abreast of latest technological advancements and utilizing the potentials of the same for responding to distinctive needs of the clients.
Joined as IT Service Desk Analyst, charted an impressive growth curve through exceptional performance to merit promotion to Business Technical Support Representative.
Designation Chronology:
• Jan 2005 - Jan 2011: Business Technical Support Representative
• Jan 2008 - Jan 2009: IT Service Desk Analyst
Highlight :
• Played a fundamental role in working with COMX, CBS for creating accounts and designing products in line with organizational standards.
Key Responsibilities :
• Installed, maintained and configured LAN networks for clients to maintain network security, including regular maintenance of the network, oversaw enhancements and upgrades, implemented/ maintained backup systems to be utilized in the event of network failure.
• Recommended upgrades, patches and new applications/ equipment, troubleshot network performance issues and created/ maintained a disaster recovery plan, extended technical support/ guidance to users, to ensure smooth operation of communication network and to provide maximum performance and availability for users.
• Analyzed and drafted technical documentation for root cause analysis on customer support issues by contacting with customers through phone and e-mail to provide accurate information on IT products and services.
Key Responsibilities (Continued) :
• Offered technical support to the clients for cable system repairs in a timely/efficient manner to attain the highest level of customer confidence resulting in increase revenues/profits.
• Tailored facilities as per customers needs, pursuing new accounts, thus resolved small business accounts concerns in network, billing and phones related inquiries to achieve organizational goals and objectives.
• Gained a clear understanding of customers' businesses and requirements by supporting the customers in selecting the right software package, provided customers with quotations.
• Executed an array of network administration functions pertaining to backup, data recovery and system installation. Examined day-end system performance reports for analyzing system anomalies and effected immediate remedial measures.
• Kept abreast of latest technological advancements, monitored software use licenses, provided secure access to remote system users, recruited and trained personnel.
Key Responsibilities :
• Directed overall activities of the IT Service Desk team by using tools like Service desk, Active Directory, CBSPRD, and HP Service Desk and conducted performance reviews to maintain a motivated team.
• Established and implemented Service Desk support team based on vision and goals of the organization.
• Coordinated with IT groups to ensure smooth escalation of customer complaints, providing effective end-to-end customer support and created a customer centric culture in the service desk department.
• Controlled access to information and systems, managed user access and passwords, securing against unauthorized access, administered systems, secured networks and databases to ensure safety and security of information.
• Provided troubleshooting support and administration of computer systems, networks and implemented all hardware and software solutions.
• Crafted and monitored employee and managers profiles, in outlook profiles, groups and GAB reports in compliance with organizational policies.
• Performed an array of tasks associated with resolving IT problems, maintained hardware inventory records, updated anti-virus systems and ensured data back up while assuring compliance with organizational policies.
• Managed overall service desk operations of the organization to ensure high quality first level support for IT services to the end users. Monitored and updated day-to-day status on user problems/ requests, and generated MIS reports for the upper management.
na
na
