Helpdesk executive
ITSM Operations & Incident Management
- Logged, categorized, prioritized, and managed incidents/service requests in ITSM tools
- Assigned and escalated tickets to Level 1 / Level 2 teams as per SOP and escalation matrix
- Monitored ticket queues to ensure SLA compliance and reduce MTTR
- Updated users on ticket status and ensured clear communication
- Closed tickets after user confirmation and resolution validation
- Performed log checking and basic troubleshooting
- Linked incidents and change requests to relevant Configuration Items (CIs)
Helpdesk executive
ITSM Tool Administration & Configuration
- Created and managed Organizations and Vendors
- Configured users, roles, groups, and access permissions
- Created Support Groups and Assignment Rules
- Configured Categories and Subcategories
- Set up and managed SLAs and escalation matrix
- Created and maintained Service Catalogue items
- Configured workflows, approval processes, and automation
- Configuration of the Dashboards
- Automated ticket routing and alert-based incident creation
- Managed email integration
Helpdesk executive
CMDB & Change Management
- Maintained CMDB records and ensured accurate CI relationships
- Supported Monthly Windows Change Management process
- Basic knowledge of Change Management lifecycle
Helpdesk executive
Reporting, Dashboard & KPI Monitoring
- Created dashboards and reports
- Generated monthly KPI performance reports
Customer Care Executive
- Identify and assess customer's needs to achieve satisfaction
- Meet customer services and requirements
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Follow communication procedures, guidelines and policies
- Ease at using provided technology, scanning and monitoring tools
- Able to frequently demonstrate initiative & Team working abilities
- Other related task and assignments as required
Web Developer
- User Manuals on the Project & EXE applications
- Customization in the CSS of the PHP Project
- Integration of designs [HTML AND CSS] in the ASP.NET project
Education Counselor
- Meeting with students to identify special needs on initial intake to assess their requirements across semesters
- Liaising with academic staff regarding students identified or suspected of special needs (teaching) arrangements, special consideration for examinations etc.) regarding special arrangements for teaching and assessment
- Plan the schedule of the batch for students in the computer lab
- Provides students with basic assistance in using software applications
- Guiding the MS-CIT batch for approx. 15 days
- Interact with the customers through telephonic
Telemarketing Executive
- Provide information about services and its features, prices etc. and present their benefits
