Dipti Kori

IT Service Desk Analyst with over 7 years of experience overseeing technical support teams, streamlining helpdesk operations, and ensuring high service levels in fast-paced IT environments. Expertise in IT support systems, service desk tools, performance metrics, and escalations management.

Immediate

Joiner.

IT Service Desk Analyst - WIPRO LIMITED

(2021-01 - 2026-01)

• Directed Pan-India IT support operations for a diverse base of customers and users.
• Managed IT support for all users across India, resolving an average of 9,850+ monthly Service Request and Incident tickets with the HPSM system and Service now tool.
• Coordinate with Helpdesk and Application teams for smooth operations, including managing shift schedules, roster planning, and leave management.
• Conduct Knowledge Transfer (KT) sessions on HPSM tool and NCVT portal; provide updates on new modules/features to team members.
• Generate and share daily, weekly, and monthly reports with management; perform daily ticket audits to ensure compliance.
• Guide team on ticket tracking, SLA adherence, and reporting standards.
• Administer Service Now/HPSM tool: user creation, role assignment, access rights management, activation/disablement of accounts.
• Monitor and resolve mails, service requests (SRs), and ticket issues; track and maintain call flows and communication records.
• Handle major escalations and ensure timely resolution to minimize business impact.

Service Desk Engineer - PROGRESSIVE INFOVISION PVT. LTD.

(2018-01 - 2021-01)

• Single point of contact for IT-related issues through phone, email, and ticketing system.
• Log, categorize, prioritize, and resolve Incidents & Service Requests as per ITIL Process.
• Provide L1 support for windows Operating System, MS Office, Outlook and MS Teams.
• Password reset, account unlock (AD), VPN, Email, Printer and network Issues.
• Monitor and meet SLA / KPI targets.
• Perform initial troubleshooting and resolve issues remotely.
• Escalate issues with the L2/L3 teams with adequate documentation.
• Follow Incident, Problem, Change & Request Management processes
• Update knowledge base articles and SOPs.
• Internal teams and vendors: coordinate with them for resolving the issues.
• Ensure High Customer Satisfaction (CSAT).
• Maintained clear communication with end users regarding incident status, progress, and resolution.

Bachelor of Technology - IEC College of Engineering & Technology, Greater Noida (2011-01 - 2015-01)

Senior Secondary - Shri Gopal Inter College, Auraiya (2008-01 - 2010-01)

Higher Secondary - Shri Gopal Inter College, Auraiya (2007-01 - 2008-01)