Krithihaa Baskar

IDP"International Development Program") is a global leader in international education services such as conducting IELTS. IDP Education is an international education organisation offering student placement in Australia, New Zealand, the USA, UK, Ireland and Canada. Working as a Service Desk Analyst,

Tools used: Active Directory, ServiceNow

Responsibilities:

• Troubleshoot software and basic network errors, connectivity problems
• Installing and managing Applications on Remote.
• Troubleshoot software installation failure and provide support via telephone, remote access
• Troubleshooting Internet Problems Both Internet, Intra-Net & VPN.
• Identify, evaluate and prioritize customer problems and complaints
• Perform user account management activities
• Escalate complex problem to appropriate support specialists
• Managing customer expectations regarding estimated response time
• Collaborate with other resolver groups to identify solutions that foster first call resolution
• Training new joiners in the team and bring them up to speed

HCL Technologies Limited, d/b/a HCLTech, is an Indian multinational information technology services and consulting company. I was a Support Analyst for Volvo project.

Tools used: Active Directory, ServiceNow, IDM, BALDO, MS Office Package

Responsibilities included:

• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Determining the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team.
• Identify and suggest possible improvements on procedures.
• Proven experience as a help desk technician or other customer support role.
• Experience in supporting windows issues/users.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Experience in supporting user account related issues.
• Serving as the first point of contact for customers seeking technical assistance over the phone or email.
• Tech savvy with working knowledge of office automation products, databases and remote control.
• Experience in handling team of 10 members.
• Gained additional responsibility for incident management for p1 and p2 tickets.
• Acting as a basic level of contact for the information from the end user.