Shivam Bhatt

About Shivam Bhatt

Resourceful Sr. Service Desk Analyst with 3 years of diverse IT service experience for various hardware and software platforms. Tech-savvy computer expert with passion for teamwork and helping others while adapting to unexpected challenges. Committed to keeping abreast of new technologies and proven at uncovering new, timesaving solutions to common service issues.

Experience

1. Sr Service Analyst

   AVASO Technology Solutions

   Jul 2023 — Present · Sahibzada Ajit Singh Nagar, IN

   Act as a strong communication channel between Company’s global clients, Field engineers, and other internal teams.• Coordinate with the different teams (Service delivery, PMO, Field Ops, etc.) todeliverassigned tasks/projects successfully.• Ticket/Incident Management – Respond to received tickets within defined SLAs, Log and assign tickets to respective in-country Field Engineers.• Monitoring – To monitor the progress of work being executed under anassigned ticket onsite by the Field Engineer.• Closure – Collect Service reports from the FE post-work completion, review them, and submit them to the client for closure while closing the ticket in the AVASO ITSM System.• Escalation Handling - Handle the first line ofservice delivery escalations, investigate with the respective Field Engineer to prepare and submit RCA to the Line Manager.• Maintain the incident/ticket health in the AVASO ITSM system by keeping them up to date.

Education

• CHANDIGARH UNIVERSITY

  Masters of Business Administration, International Business, A

  2021 — 2023