Saumitra Rajput

Experience

• 

  Startek

  Jun 2021 - Jun 2022

  Customer Service Executive

  At Startek, There were two processes assigned to my team. The first one is The Rider assert Call, in this process we used to make a call to our delivery partners to help them with their grooming updates and in buying new assets.The second process was Customer support - In this process, we use to help the customer with their queries and help them with the best possible resolution As a Customer Delight Executive (Zomato).

• 

  HCLTech

  Nov 2022 - now

  At HCL Technologies, as a Remote Desktop Support, Working on Remote Session for the client Tenet Health USA. Provide the Support for Software Installation, Account Locked/Reset/Unlocked. Provide Support related to Office 365 Outlook/BOX /Project /MS Teams. SSL VPN, Configuring new Laptop and Desktop.We are addressing clients reporting any issues related to the IT such as accounts, computer, AD, VPN, hardware and software issue, Application support and Good knowledge in incident life cycle from Incident identification till Incident Close. Prioritizing the Incidents based on the impact and urgency closing the no major Incident within the agreed SLA's. Following the correct escalation process for the major incidents both Functional escalation and hierarchical escalation. - Client Satisfaction, Generating the Effective Solutions.- Event, Incident, Problem Management with the proper ticketing of issue for the quick resolution.- IT assets, Service Configuration and Change control Management.• Prepared the Knowledge Base PPT presentations for the Application installation and for the internal applications troubleshooting. (Mapping Network drive, Access requests, and many more.)• Addressing the Knowledge Article gaps and Updating the Knowledge articles with the help of concern teams for the process improvement.• Provided floor support assistance to new agents.• Incident, Problem Management with the proper ticketing of issue for the quick resolution. Show less At HCL Technologies, As a Service Desk Analyst, We are the first point of contact for the clients reporting any issues related to the IT such as accounts, computer, AD, VPN, hardware and software issue, Application support and also creating the proper ticketing according to the impact of users.• Provided technical support to users through phone and chat services guided customers through every stage of the process.• Prepared service reports scheduled site visits and conducted regular follow-up with customers to make sure concerns have been resolved.• Responded to all concerns and issues transmitted via email, call and chat support channels.• Handling triage incidents, SC task and RITM.• Provided floor support assistance to new agents. Show less

  • Remote Support Engineer

    Apr 2024 - now

  • Analyst

    Nov 2022 - Apr 2024