Wangmayum Hanif
Service Desk Specialist | Technical Support Expert | Skilled in ServiceNow, ITSM, and End-User Solutions | Bridging Technology and Excellence
- Role
- Technical Support Engineer - Service Desk at Mphasis
- Location
- Pune District, MH, IN
- LinkedIn followers
- 500 followers
About Wangmayum Hanif
As a dedicated Technical Support Engineer – Service Desk, I specialize in delivering…
Experience
Technical Support Engineer - Service Desk
Jul 2024 — Present · Pune, IN
Summary:Serving as the cornerstone of technical resolution and operational support, I bridge the gap between intricate IT landscapes and seamless user experiences. My role encompasses not just addressing technical concerns but transforming every interaction into an opportunity for empowerment and efficiency. With expertise in handling diverse user needs for both Alight and NGA, I leverage cutting-edge tools like ServiceNow to ensure timely, precise, and empathetic resolutions.Core Responsibilities:Technical Proficiency: Adept at managing hardware (laptops, desktops, peripherals, mobile devices) and software (Windows OS, Office 365, enterprise applications, collaboration tools like Teams/Zoom, VPN configurations).Ticket Management: Utilize the ServiceNow platform to meticulously log, track, and resolve incidents while maintaining SLA compliance and exceptional documentation standards.Network Support: Diagnose and resolve connectivity issues, including LAN/WAN, Wi-Fi, and VPN-related concerns.Access Management: Streamline user account setups, password resets, and access provisioning across various systems, ensuring compliance and security protocols.Collaboration: Engage with cross-functional IT teams to escalate and address advanced issues efficiently while enhancing overall service quality.Proactive Communication: Provide clear, actionable guidance and updates, transforming technical language into relatable insights for users.Key Highlights:1. Delivered tailored support to global users, ensuring a personalized approach to complex technical challenges.2. Played a pivotal role in maintaining high user satisfaction scores through proactive troubleshooting and problem-solving techniques.3. Continuously updated and applied knowledge of emerging tools and technologies, ensuring cutting-edge support solutions.
Education
Manipur University
Bachelor of Science - BS
2018 — 2021
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