Aritra Gupta
Builder of High Performing Delivery & Support Teams which drive customer success
- Role
- Product Support Engineer at Clinisys
- Location
- Kolkata, WB, IN
- LinkedIn followers
- 500 followers
About Aritra Gupta
Clinisys benefits from my role as a Product Support Engineer, where I contribute to their…
Experience
Product Support Engineer
Apr 2024 — Present · Woking, GB
Project Allotment: Laboratory Information Management System Application TeamAllotment Date: 1st April 2024 • Managed day-to-day operations of the IT Service Desk team supporting global enterprise users across diverse time zones, adhering to ITIL best practices. • Supervised and mentored a team of L1/L2 analysts to ensure high-quality ticket resolution, SLA compliance, and continuous performance improvement. • Implemented proactive incident trend analysis and drove root cause identification to reduce repeat issues and improve system uptime. • Handled escalations and critical support cases, working directly with technical teams and stakeholders to ensure timely resolution and communication. • Streamlined support workflows by optimizing ticket triage, escalation paths, and internal documentation practices. • Led onboarding, training, and shift scheduling for analysts to ensure full 24/7 support coverage and operational continuity. • Facilitated cross-functional meetings with internal teams and clients to review open issues, service performance, and opportunities for improvement. • Owned and curated the centralized Support Knowledge Base to enhance self-service and reduce mean time to resolution (MTTR). • Conducted regular team reviews and coaching sessions to build strong customer service, problem-solving, and diagnostic skills. • Contributed to ITSM tool configuration, workflow automation, and continuous service improvement initiatives.
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