Sai Dha

Experienced in customer service, banking support, chat support, and L1 technical service desk support. Currently working as a Service Desk Analyst with HCL Tech, supporting the Wells Fargo account. My primary responsibility is to provide L1 technical support to Wells Fargo employees through chat, handling technical issues, service requests, and user troubleshooting.

My experience combines banking support, customer service, chat support, L1 technical troubleshooting, service desk operations, request management, ticket handling and escalation. I am looking for an opportunity to utilize my existing service desk experience, improve my technical knowledge, and grow further in the IT support environment.

Service Desk Analyst - HCL Tech Wellsfargo - Chennai, Tamil Nadu

(2025-03)

• Provide L1 technical support to Wells Fargo employees through chat.
• Handle technical issues, service requests, application-related requests, hardware and software requests, access-related issues, and user troubleshooting.
• Support users with computer and laptop requests, IT accessories, application orders, ART and AIMS requests, Outlook and Microsoft Teams troubleshooting, VDI-related issues, account unlocking, and basic application troubleshooting.
• Create and update tickets, categorize and route requests, document issues accurately, and escalate requests to the appropriate support team.
• Focus on FCR, SLA, KPI, quality, productivity, and customer satisfaction.

Senior Customer Service Executive - Teleperformance Global Services - Chennai

(2019-06 - 2020-06)

• Provided chat-based technical support to banking users for application-related requests, status updates and user guidance.
• Supported internal banking applications with request creation, updates, access guidance and basic troubleshooting.
• Troubleshot common Microsoft Outlook and Microsoft Teams issues with step-by-step user guidance.
• Monitored application and service requests and provided accurate status updates.
• Analyzed user issues and routed or escalated requests to the appropriate support teams.
• Handled multiple chat interactions while maintaining effective communication and timely responses.

B.Com - Corporate Secretaryship - Justice Basheer Ahmed Sayeed College for Women (2017-01 - 2019-01)