Rohit Sharma

Experience

1. Ew Analyst

   Tata Consultancy Services

   Jan 2022 — Present · New Delhi, IN

   Respond to requests for technical assistance by following prescribed procedures. Research reported incidents using available information sources and tools. Diagnose, triage and resolve hardware, software, applications or basic network-related incidents Log all contacts and document all the activities and results accurately and completely within the incident management tool. • Assign unresolved tickets to the appropriate support team.• Proactively monitor, follow up and expedite the resolution of assigned and pending tickets.• Identify and escalate tickets requiring urgent attention and action. Stay current with system information, changes and updates. Adhere to work schedules, attendance and leave policies. Expected to work in a 24/7 environment on rotational shifts Comply with CGI and Client’s IS/IT policies, code of conduct and quality standards• Knowledge of customer service principles and practices, ITIL and ITSM Knowledge of IT applications, systems and networks Experience in handling technical support for an international organization Problem analysis and solving Learning, adaptability and attention to detail Ability to type while handling customer contact Tolerance to stress, performance driven and continuously improving work • Worked as Service Desk / Helpdesk support technician as Level 1 technicians within team, handling calls in for an international / Global client

Education

• Vinayaka Mission's Research Foundation - University

  Bachelor’s Degree

• La Martiniere College

  High School