Mott MacDonald Private Ltd. - Chennai
June 2018 – March 2022
IT Analyst Service Desk i. SME:
- Schedule training agenda for new joiners
- Conducting training sessions among the team to bridge the knowledge &
process gaps
- Liaise with IT operations to collate technical updates/ knowledge and transition the same with SD team to drive SLA & OLA
- Constantly updating/creating new knowledge base articles for effective troubleshooting and fixing issues to achieve FLF & FTF
- Root Cause Analysis for escalations to identify the process gaps, proposals for new ideas/suggestion to bridge the Process gaps
Updating/creating new SOP documents as per ITIL standards
- Regularly scheduling huddle with the team to share daily/important updates
- Always demonstrating the ability to respond with a high degree of urgency to the needs & requests of others, internally and externally. Understand the impact of their work on others.
ii. Quality Analyst:
- Random quality samplings for the Service Desk team on weekly basis and share constructive 1 on 1 feedbacks
- Random quality samplings for IT operations team on monthly basis and share constructive feedbacks with Service delivery managers
- Organizing meetings to improve the call/mail/chat etiquette and enhance positive end user experience
- Scheduling mock call assessment for New Joiners after the training session and share 1 on 1 constructive feedback
- Handling a team of 14 members iii. Exchange/O365:
- Have hands on experience handling all malicious email issues -
Phishing/Malware/Spoof/Spam emails - Actioning by blocking the bad email senders in Spam Filter policy
- Malicious phishing links via emails when not actioned by Exchange Online
Protection, we manually add them in the Safe links to block them
- Managing Quarantined folders to identify the action taken by EOP
- Checking Retention Policy, Litigation Hold on the mailboxes to ensure email data protection
- Liaise with the Unified communications to perform Content search or eDiscovery search in case of data prevention
- Good knowledge email DNS security relating to SPF, DKIM, DMARC
