VISHAL SHARMA
Service Desk Analyst
Taylor,ACT
Summary
Diligent and customer-focused Service Desk Analyst with 8 years of experience in providing technical support and troubleshooting solutions to users. Proficient in diagnosing and resolving hardware, software, and network issues promptly to ensure minimal downtime and optimal productivity. Skilled in prioritizing tasks effectively, managing ticket queues, and delivering exceptional customer service. Possess strong communication and interpersonal abilities, enabling clear and concise explanations of technical concepts to non-technical users. Committed to continuous learning and staying updated with the latest technologies to enhance support capabilities and contribute to organizational success.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Senior Service Desk Analyst
Kroll
10.2023 - 03.2024
- Provide first-line technical support to end-users via various channels such as phone, email, chat, or in-person. Assist users in resolving hardware, software, and network-related issues promptly and efficiently.
- Log all user-reported incidents into the ticketing system, ensuring accurate and detailed documentation of each case. Prioritize incidents based on urgency and impact, and escalate complex issues to higher-level support teams when necessary.
- Diagnose and troubleshoot technical problems reported by users, utilizing established procedures, tools, and knowledge bases. Identify root causes of issues and implement appropriate solutions to restore functionality.
- Monitor IT systems and networks for potential issues or abnormalities using monitoring tools and alerts. Proactively identify and address emerging problems to prevent service disruptions and minimize downtime.
- Maintain and update documentation, knowledge bases, and troubleshooting guides for common technical issues, solutions, and procedures. Ensure documentation is accurate, comprehensive, and accessible to support staff and end-users.
- Collaborate with other IT teams, vendors, and third-party service providers to resolve complex technical issues and implement system enhancements or upgrades. Participate in team meetings and contribute insights to improve service delivery.
Senior Support Engineer/IT Specialist
EideBailly Shared Service Pvt Ltd
06.2021 - 04.2023
- Led a Team of Service Desk Analysts, providing direction, training, Floor Management and support to ensure delivery of high quality services to internal and external customers.
- Monitored and Analyzed Service Desk performance metrics, identifying areas of improvement and implementing strategies to enhance team efficiency and customer Satisfaction.
- Acted as an escalation point for challenging and high-priority Tier 2 incidents, ensuring prompt resolution and effective communication.
- Oversaw service desk ticketing system (ServiceNow), ensuring accurate and timely documentation of incidents, requests, and resolutions.
- Conducted regular team meetings to communicate updates, disseminate knowledge, and encourage cross-team collaboration.
- Fostered a positive and inclusive team culture, promoting teamwork, open communication, and a customer-centric approach.
- Responsible for day-to-day management, resource planning and work allocation to meet agreed service levels.
- Extensive support in Technical issues related to desktops , laptops, Printers, IT peripherals etc.
Senior Technology Support Analyst
Integreon Managed Solutions Pvt. Ltd.
05.2020 - 05.2021
- Responding to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Attending daily/weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Patching software and installed new versions to eliminate security problems and protect data.
- Documenting all transactions and support interactions in system for future reference and addition to knowledge base.
- Responding to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Administration of Citrix, VMWare and office 365 platforms.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Configured hardware, devices and software to set up work stations for employees.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
Service Desk Analyst
Prudential Global Services Private Limited
09.2017 - 08.2019
- Global Executive staff support with PC windows, hardware, software, network, blackberry, home network installation, relocation, training, travel ISP set up and configuration. Audio and Visual support.
- Providing First level Support through taking calls and handling resulting Incidents and Service Requests using Incident Management and Request fulfillment process, in line with Service Desk Objectives.
- Enable installation, Maintenance, education, implementation and documentation of variety of Software and Hardware technologies using remote communication or phone to end user.
- Working closely with other IT Department personnel to assist on tasks that are outside scope of Service Desk.
- Diagnosed and resolved user system functionality issues to enable completion of desired operations.
- Engaged in user support interactions via telephone, chat and email platforms.
Senior Process Executive
Cognizant
03.2017 - 09.2017
- Engaged in user support interactions via telephone, chat and email platforms.
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
Service Desk Specialist
HCL
03.2015 - 11.2016
- Experience in handling VIP calls and Blackberry support
- Complete IT Administration tasks as directed by the IT Service Desk Manager.
- Develop, Contribute and maintain Service Desk documentation including procedural and work instructions.
- Provide support and solutions within ITIL guidelines for Incident, Problem and Change Management.
- Ensure all IT incidents and Requests are logged in the Service Desk Tool.
- Perform IT administration functions including user, group and data administration.
- Produce documentation and contribute to knowledge base.
- Active Directory , Exchange Online & Sharepoint Support
Senior Technical Support Analyst
Convergys
11.2013 - 01.2015
- Providing Customer Support over the calls and via chat too.
- Handling Customer queries regarding ISP issues.
- Creating tickets in the relevant ticketing tool and following Workflow Algorithm Tool in order to check connection issues in real time.
- Installing and configuring mail clients such as Outlook, Thunderbird, Windows Mail Client etc.
- Scheduling appointments to setup and activate Internet Services at Customer Premises.
Education
Bachelor of Science - Information Technology
Monad University
Pilkhuwa, UP 09.2011 - 08.2014
High School Diploma -
Kendriya Vidalaya Nangal Bhur
Punjab 04.2006 - 05.2007
Matriculation -
Army Public School Kandrori
Himachal Pradesh 04.2004 - 05.2005
Skills
Technical Proficiency
undefinedCertification
ITIL Foundation Certified Associate
Interests
HOBBIES/ INTERESTS
Team Sports - Cricket & Football
Creativity - Photography & video editing
Continuous Learning - Taking Online Courses, Reading Tech blogs
Timeline
Senior Service Desk Analyst
Kroll
10.2023 - 03.2024
Senior Support Engineer/IT Specialist
EideBailly Shared Service Pvt Ltd
06.2021 - 04.2023
Senior Technology Support Analyst
Integreon Managed Solutions Pvt. Ltd.
05.2020 - 05.2021
Service Desk Analyst
Prudential Global Services Private Limited
09.2017 - 08.2019
Senior Process Executive
Cognizant
03.2017 - 09.2017
Service Desk Specialist
HCL
03.2015 - 11.2016
Senior Technical Support Analyst
Convergys
11.2013 - 01.2015
Bachelor of Science - Information Technology
Monad University
09.2011 - 08.2014
High School Diploma -
Kendriya Vidalaya Nangal Bhur
04.2006 - 05.2007
Matriculation -
Army Public School Kandrori
04.2004 - 05.2005
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