Naveen Kumar
Team Lead - IT Service Desk(Banking) I Driving High-Quality Support & Team Performance I ITIL Practitioner
- Role
- Team Lead Manager at Wipro
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Naveen Kumar
Currently working as Team lead in Wipro from July 2022, Managing and handling a team of…
Experience
Team Lead Manager
Jul 2022 — Present · Bengaluru, IN
Team Lead, Wipro Key responsibilities are to:• Preparing weekly and monthly decks for the process. • Preparing reports and reviewing the incident audit data. • Assisting and mentoring L1 team with the onboarding & off-boarding of employees. • Generate service management reports as mutually agreed from the ticketing tool and publish the same to the respective stakeholders. • Provide tier-1 and tier-2 support of applications and service incidents reported through the help desk system. • Act as single point of contact (SPOC) for request from staff regarding IT issues and queries. • Monitor and respond to problem reporting, updating, resolution. customer feedback and problem closing for all request in the ticket tracking system. • Maintain a high level of communication, which includes full ticket ownership, engaging the user to ensure issues are resolved in theirentirety. • Support and administer various 3-party applications. • Troubleshoot basic network-related issues. Configure network settings. using DHCP, DNS, and 3-party software. • Active Directory administration—managing users accounts, security groups, etc. • Manage user and computer properties on system like SSO, MFA, and AD • Perform upgrade/maintenance of system and software applications. • Configure and provide end-user support for desktop, laptops andprinters. • Troubleshooting issues related to Microsoft Office tools, including Outlook Configuration • Configuration and troubleshooting of basic issues related to virtualmachines. • Configuration and troubleshooting of Windows file shares. • Maintenance of SLA matrix, severity, and categorization matrix.
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