Vipasha Thakur

• Managed enterprise team consisting of 6 team members.
• Managed the processing of inbound calls to the Service Desk via phone, Self Service Portal and email to ensure timely, and effective resolution of end user incidents & requests with good customer experience.
• Managed allocation of resources within team, provided guidance support and performance management to team members.
• Monitored Service Desk operations and escalated tickets to ensure client’s problems are handled as expeditiously as possible.
• Reviewed and maintained Service Desk knowledge base and support documentation to make sure is developed and maintained to a professional level at all times. Ensured knowledge sharing among team members
• Assisted Customer Experience Manager in managing customer service and satisfaction and continuous service improvement
• Trained, coached, and mentored Service Desk Engineers
• Assisted with the implementation of effective standards, policies and processes to meet the changing needs of customers
• Ensured our ITIL aligned processes and procedures are adhered to through lifecycle of ticket

Quality Assurance

• Established metrics, applied industry best practices and developed new tools and processes.
• Directed day-to-day quality assurance department activities, establishing rapport with team members to facilitate effective communication and coordination.
• Performed internal audits to maintain operating procedure and regulatory standards compliance.
• Wrote, reviewed and approved documents to preserve quality assurance

• Provided Support to Mercury Energy Enterprise customers with their day to day IT issues
• Dealing with incoming calls in professional, courteous manner over phone and via email
• Correctly logging incidents and service requests, categorizing and prioritizing them in line with team procedures
• Shared knowledge and best practices with team colleagues

• Provided PC operating system support
• Provided Vodafone staff with deskside support including software, hardware and networking, support for desktops and laptops
• Installing and maintaining PCs and associated software, networks and peripherals
• Managing incidents and problems, seeing them through to resolution using clients like I-remedy

• Answering inbound calls from Dell customers and resolving their technical issues and usage queries for Dell Products, including hardware troubleshooting and remote software support
• Managing service requests as soon as possible, as per Service Level Agreement (SLA)