Gauransh Nagar
Senior Analyst
Mumbai
Summary
Results-driven Service Desk SME & ITSM Specialist with 4 years of experience in ITIL processes and ServiceNow. Focused on optimizing service desk operations, resolving complex technical issues, and enhancing SLA compliance. Committed to mentoring support teams and driving continuous improvement in IT service delivery.
Overview
4
4
years of professional experience
2
2
Certifications
Work History
Senior Technical Process Executive
Infosys
04.2024 - 08.2025
- Technical Leadership & Expert Support Acted as go-to expert for advanced troubleshooting of escalated technical issues from L1 and L2 support teams, enhancing resolution efficiency and reducing time to resolution.
- ITSM Process & Service Desk Optimization Analyzed service desk metrics and user feedback to identify gaps and drive process enhancements aligned with ITIL best practices. Led initiatives for Incident, Request, Problem, and Change Management, ensuring consistent adherence to ITSM standards. Managed SLA/KPI tracking and reporting, and implemented continuous improvement strategies to enhance service quality.
- Quality Assurance & Service Delivery Conducted regular audits of ticket quality, response/resolution times, and customer satisfaction ratings. Drove service excellence by identifying trends and implementing best practices for end-user experience.
- Knowledge Management & Documentation Created and maintained comprehensive documentation, including SOPs, Knowledge Base articles, troubleshooting guides, and FAQs, promoting knowledge sharing and self-service adoption to improve user experience.
- Training, Mentorship & Stakeholder Engagement Delivered targeted training on tools, workflows, and processes to service desk agents and new hires, mentoring junior staff to enhance technical proficiency and customer interaction skills while aligning service delivery with organizational goals.
- Knowledge Management & Documentation Created and maintained comprehensive documentation, including SOPs, Knowledge Base articles, troubleshooting guides, and FAQs. Promoted knowledge sharing and self-service adoption through efficient KM practices.
- Tools & Systems Administration Oversaw configuration and enhancement of ITSM tools (ServiceNow), recommending and implementing system integrations and workflow automation. Supported remote assistance platforms (TeamViewer, Quick Assist, MSRA) and device management tools like SCCM and Intune.
- Cross-Functional Collaboration Worked closely with infrastructure, network, and application teams to resolve complex issues and maintain operational continuity. Participated in incident review meetings, service assessments, and change advisory boards to support proactive IT operations.
Technical Analyst
HCL Tech
01.2022 - 04.2024
- Creating incidents and troubleshooting.
- Working on Alert Sent by client Monitoring the Queue Working on Catalog task and change Task
- General troubleshooting with printer, scanners, PC connecting issues.
- Checked network connectivity by pinging devices.
- General troubleshooting with office365 application and using Microsoft azure to check user’s license.
- Resolve or escalate to appropriate group.
- Created support tickets in the PDSM ServiceNow portal.
- Using active directory to check users’ detail and account unlock.
Education
Bachelor of Technology - Cloud Technology & Information Technology
Ajeenkya D Y Patil University
Pune, India 04.2001 -
HSC - Science
Veer Rani Channamma
Kunnur 04.2001 -
SSC -
Lords Convent English High School
Ulhasnagar, India 04.2001 -
Skills
Service Desk Management
Service NOW
Ticketing Tool
Technical Support
Incident Management
Excel Report Preparation
International Voice Process/chat/Client Support
Team Management
Certification
AWS Cloud practitioner Certified
Timeline
Senior Technical Process Executive
Infosys
04.2024 - 08.2025
Technical Analyst
HCL Tech
01.2022 - 04.2024
Bachelor of Technology - Cloud Technology & Information Technology
Ajeenkya D Y Patil University
04.2001 -
HSC - Science
Veer Rani Channamma
04.2001 -
SSC -
Lords Convent English High School
04.2001 -