Akshay Kotkar
Analyst
- Role
- Analyst at HCLTech
- Location
- Nagpur, MH, IN
- LinkedIn followers
- 500 followers
About Akshay Kotkar
A Goal-oriented Engineer with more than 3 years of work experience as an IT Service Desk…
Experience
Analyst
Oct 2022 — Present · Nagpur, IN
A significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document issue severity, and they must utilize standard procedures to resolve issues. Analysts must also maintain support tracking systems•Experience in Service Desk/ Tech support process providing remote support for Laptops and Application Support.•Actively troubleshoot to identify, assess, record, resolve, and escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes, and in a professional and customer-sensitive manner.•Experience working within a busy Service Desk environment, showing experience in systems, support, diagnostic, and resolution.•Maintains ownership of Incidents, ensuring status updates and resolution according to SLAs •Cooperating with both internal groups (Problem Management, second-line) and external support teams to redirect incidents properly •To track and report on all service escalations to create improvement plans•To maintain high IT service for all support queries and adhere to service management principles.•To take ownership of user problems and be proactive when dealing with user issues.•Creating a ticket in the CRM tool (Service Now)•Referring to KB for workaround/resolution and attempting resolution•Ticket re-assignment to L1.5 if ticket unresolved by L1 (where ever applicable)•Identifying the trend of calls/tickets and highlighting it to TL/SME as applicable for outage confirmation•Creating child tickets and tagging them with problem ticket•Troubleshooting issues related to Outlook email / MS Office suite / MS Teams /Jabber / Cisco AnyConnect VPN•Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, Outlook 2013-19, Microsoft Teams, SharePoint and OneDrive for Business
Education
Earthinators Climate School
SSC, CBSE
SSBT'S COLLEGE OF ENGINEERING & TECHNOLOGY, BAMBHORI.
Bachelor of Engineering (BE), Chemical Engineering
2010 — 2014
Laxminarayan Innovation Technological University
Master of Technology (M.Tech), Chemical Engineering
2015 — 2017
Nagpur University
HSC
Skills
- Project Management
- Modelling and Simulation on Chemcad
- Microsoft Office
- Management
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