Zaid A.
IT Service Desk Analyst | English Support Specialist
- Role
- Information Technology Analyst at HCLTech
- Location
- Nagpur, MH, IN
- LinkedIn followers
- 500 followers
About Zaid A.
My diverse professional background spans over eleven years, encompassing both the dynamic…
Experience
Information Technology Analyst
Oct 2022 — Present
Answer incoming calls, chats, and self-service tickets from users regarding IT issues.Log and categorise all incoming requests and incidents within the service desk ticketing system.Troubleshoot and resolve IT issues, including password resets, account unlocks, software installation, and network connectivity problems.Identify and escalate complex issues to higher-level support teams.Maintain accurate and detailed documentation of all incidents and resolutions.Provide proactive communication to users on the status of their requests.Stay current on new technologies and IT trends, and contribute to the development and improvement of service desk processes.Participate in team meetings and training sessions.Contributing to activities that ensure service availability and prevent interruptions, such as system updates and maintenance.Identifying areas for improvement in service desk processes and contributing to their optimisation.Potentially creating training materials or providing guidance to users on new or updated systems or processes.Resolved 30+ daily tickets (95% SLA compliance) for end-users via Phone/Chat/Self-Service Tickets.Service Quality: 96%>Reduced avg. resolution time by 20% by creating a troubleshooting knowledge base.
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