Jinu Roy

Assist in the managing the performance of services to customers (24 x 7, 365 days per year) and ensure that service levels are achieved in line with overall organisation objectives

Assist in the development and standardize operating procedures and processes for Service Desk to ensure consistent customer satisfaction.

Review and analysis of operational reports based on established metrics for continuous improvement of IT service levels metrics that are aligned to business priorities.

Effective Management of all customer enquires & complaints and timely notification of escalations to Service Desk Manager.

Monitor and manage call centre queue & participating in escalated calls as needed

Ensure compliance with IT Policies, Security Standards and strengthen internal controls. Identify and manage key risks in the domain.

Identify and enhance the knowledge database in order to improve the service levels of the ServiceDesk

Review performance reports, service improvements, service quality and processes with vendors & respective service owners

Continuous improvement of the services delivered through the Services Catalogue for the organisation

Problem management coordination with operational leads

Incident analysis and trending

--To provide quality (second line) IT Desk Side, local Voice and Data and some application support to the customer base, with a high degree of customer service and technical expertise.
-Installs and configures computer hardware and peripherals in all site locations in accordance with defined procedures.
-Prepares PCs with the required hardware and software configuration before dispatching to users.
--Manage relationships with solution providers (vendors) and ensure they deliver as per plan and requirements & scope.
--Involved in projects that impact the Middle East offices including hardware and application roll-out and support on an as required basis.
-Resolves Issue's raised by Service Desk Analysts within the defined SLA .
-Assists in the integration of new office technologies and systems as appropriate.
-Substantially increased security and performance of the systems by initiating installation of antivirus and also patch updates.
-Ensures that the end user computing facility is utilized for the maximum business benefit by regularly assisting the users in resolving PC related software problems, providing technical support on Microsoft desktop applications and company business applications.
-Worked on Intermec, Motorola and PSION RDT’s used by the retail sectors with the AF Group.
-Configured User Profiles and ensure wireless connectivity setup is correct for the smooth operation during the critical inventory process.

• L2 Support for IT Issues reported from the Various Lines of Business.
• Performed the tasks of providing timely and accurate technical telephone support to employees.
• Creation of incidents/service requests as per Service Desk procedures and in a timely and efficient manner.
• Analyze calls, requests to understand trends & underlying issues
• Communicate with customers regarding incident progress.
• Building client computers & installing all required software/Operating system.
• Liaising between cross functional teams and keep a track of logged Incidents & Service Request .
• Assisted Help Desk Coordinator in performing troubleshooting in identifying applicable problems relating to application software, PC, and basic network communications.
• VPN/WIFI Support, ID creation & Password Reset.
• Remote Support Client Machines using Cisco WebEx and Microsoft Remote Desktop Feature.
• Provided Extensive Support for MS Outlook issues.
• Enterprise wide SAP L1 support, password reset for Production, Quality and Non - Production systems.
• Configured E-mail accounts in Microsoft Exchange server 2010.
• Enterprise Vault Archiving Solution installation for Outlook user’s.
• Symantec Endpoint protection installation and troubleshooting for data encryption and VPN connectivity
• Creation of Active Directory Accounts, updating and resetting of passwords and also familiar with Group Policies.
• Thorough Knowledge of ITIL standards and ITSM Implementation.
• Adroit in troubleshooting and resolving PC operational and network connectivity issues.
• Implement and Support Win 7 and XP desktop environment.
• Support Various Business Applications such has Retail Pro, Lease Pro, E-travel & TGEMS.
• Installation and troubleshooting local and also network printers.
• Identify stale user ID/Mailbox, backup the mailbox and remove the ID from AD/Exchange in coordination with HR
• Tasked with notifying the Senior Management target audience during a downtime of messaging application such as BlackBerry during the routine maintenance from ISP side.
• Training the new members in the team on the Service Desk Process and procedures

• Provide first line investigation and diagnosis for all IT problems.
• Installation and configuration of MS Office applications and all other client applications that is required for a user in a respective department
• Communicate with customers regarding incident progress.
• Proficiently setup laptops/desktops for Users and backup/restoration of data when required.
• Performed the tasks of maintaining and monitoring data backups on both client and server.
• Provided daily help desk support for IT functions and issues within the SLA and also documented the same in a highly efficient manner.
• Building client computers & installing all required software/Operating system.
• Troubleshoot and solve issues caused by windows based applications.
• Part of the Windows 7 roll out project for 300+ client node’s.
• Ensured the Enterprise Master Data contains accurate and the most updated data.
• Familiar with Exchange, POP, IMAP and SMTP and also various other mail clients.
• Responsible for Handling IT Assets and backup of leaving staffs from the region
• Employee transfer to other contracts/locations/desk (IP settings profile copying when computer changes)
• Ensure that all software`s installed on company desktop/laptop PC`s are licensed
• Ensure the anti-virus software is installed, kept up to date and working properly on all workstation
• Document and track changes in any installation, movement, and repair of equipment.
• Refer major hardware or software problems or defective products to vendors or escalate to the next support level as appropriate
• Assisting staff in configuring and installing their laptops, computer desktops, printers and other computer peripherals.
• BES and Blackberry device support.
• Worked with vendors to resolve technical problems with desktop computing equipment’s and Software.