HARDIK JINDAL

Transition Planning and Organization:

• Played a key role in successfully transitioning the new DAFF account, coordinating efforts and ensuring seamless integration into service desk operations. Led developing and implementing comprehensive Processes and Procedures (P&Ps) tailored to the DAFF account, enhancing operational efficiency and consistency.
• Collaborated with leadership and Internal Stakeholders during the transition phase to address challenges, streamline workflows, and ensure team readiness.

Onboarding and Training:

• Led onboarding sessions for over 20 new hires, providing personalised training and creating detailed manuals praised for clarity and effectiveness. Developed and updated comprehensive training materials to ensure consistent knowledge transfer and streamlined processes.
• Conducted team-building workshops and monthly knowledge-sharing sessions, fostering a collaborative learning environment.

Leadership and Multi-role Contributions:

• Acted as a trainer and occasionally stepped in as Acting Team Leader, guiding the team during high-pressure transitions and critical system upgrades.
• Spearheaded process improvements, including implementing a new incident-tracking dashboard to enhance visibility and team accountability.
• Proactively resolved technical and operational challenges, including managing major incidents to minimize downtime and user impact.

ServiceNow Expertise and Process Automation:

• Configured and deployed ServiceNow dashboards and workflows, increasing efficiency and reducing manual workload for the team. Collaborated daily with the ServiceNow team to address gaps and implement solutions tailored to enhance service desk operations.
• Automated repetitive tasks, streamlined ticketing processes, and enhanced reporting capabilities.

Commitment and Results:

• Demonstrated dedication by working extended hours during transition phases, ensuring operational stability and service continuity. Mentored new hires, contributing to their rapid integration and skill development. Recognised for strategic planning and forward-thinking initiatives, including improving the knowledge base and training materials.

• Company Overview: Service desk analyst for The Department of Home Affairs Account, providing technical support to various federal government departments
• In the role of a service desk analyst for The Department of Home Affairs Account, I provided technical support to various federal government departments
• Working in a fast-paced KPI-driven environment, I efficiently handled a high volume of tasks, addressing the needs of users at the Department of Home Affairs and other various Government Departments & Agencies
• My responsibilities included effectively communicating with stakeholders, both verbally and in writing, to resolve technical issues
• I meticulously documented each call using ServiceNow, managing over 40 calls daily
• During my tenure, I gained extensive technical expertise in a range of systems and tools, including Windows Server, Windows 10, PowerShell, Active Directory, Lotus Notes, Avaya, Microsoft Office suite, multiple domains, password management, mobile device management, IT ticketing systems, and print services
• Furthermore, I demonstrated the ability to manage a large ticketing queue, handling tickets returned by stakeholders, and providing 1st level troubleshooting when taking calls from end users
• Service desk analyst for The Department of Home Affairs Account, providing technical support to various federal government departments
• My skill set encompasses proficiency in Technical Support, Troubleshooting, Service Desk, Technical Documentation, Analytical Skills, Office 365, Problem Solving, Phone Etiquette, Critical Thinking, Windows 10, Networking, Active Directory Experience, Citrix Workspace, F5 BigIP, Remote User Support, Vasco, SAP Netweaver, SAP Portal, Customer Service

• Served as a successful leader, promoting and achieving store success
• Worked closely with Unit Manager to ensure timely completion of administrative tasks
• Developed weekly schedules per payroll guidelines while accounting for employee and store needs
• Implemented and maintained visual merchandising specific to corporate standards
• Brought forth a self-motivated attitude
• Addressed employee issues, performed corrective actions, and terminated employment when necessary
• Established efficient inventory management system to maximize sales and reduce costs
• Trained staff on proper cash handling procedures including daily deposits, credit card payments, and end-of-day reconciliation of register funds

• Company Overview: Family owned Business helping the family business with more Growth
• Continually adapted and excelled in a fast-paced environment in a family owned Business helping the family business with more Growth
• Helped to train waitstaff and kitchen staff on proper restaurant procedures
• Worked to ensure the maintenance of restaurant sanitation and compliance with all safety regulations
• Interviewed, hired, and counselled qualified waitstaff and kitchen staff
• Monitored the dining room and made seating changes as necessary
• Family owned Business helping the family business with more Growth

• Company Overview: Foundation training on IT essentials, Business Ethics and Communication
• Foundation training on IT essentials, Business Ethics and Communication

• Focus on science communication and customer service, including making public presentations and developing science activities
• Learn and deliver a variety of science experiments and demonstrations
• Practice first hand customer service skills