Manish Dixit

Experience

• 

  HCLTech

  May 2021 - Oct 2022

  Technical Support Engineer

  Provides first-level assistance for defined problem from call, chat, mail or SSTs globally.· Troubleshoot, diagnose, and resolve technical hardware and/or software issues.· Provide L1 and L1.5 support, answering support queries via phone, email, Chat andWeb from end user or SD L1 team.· To maintain a high degree of customer service for all support queries and adhere to allservice management principles.· To take ownership of user problems and be proactive when dealing with user issues.· Logging / verifying customer details.· Identifying the issue and categorizing / prioritize the incident.· Identifying the trend of calls / tickets and highlighting it to TL/SME as applicable foroutage confirmation.· Callback the user and confirm resolution (wherever applicable).· Handling Technical issues of L1 and issues where L1 scope does not include aresolution or out of scope for L1.· Experience with using and troubleshooting Microsoft Office with emphasis on MSWord, MS Excel and MS PowerPoint. Show less

• 

  Capgemini

  Nov 2022 - now

  · Initiated a new project “Bloomin Brands”.· Create dashboard for Bloomin Brands in Service Now tool.· Provided training to new batch.· Performed KTs and prepared KT plans for new Go Live Pilot project.· Worked on the backlogs and ageing.· Handled high priorities tickets directly from clients and resolved them.· Worked well in a team setting, providing support and guidance.· Understood client needs and objectives by conducting proactive customer and dataanalysis.· Reviewed existing systems and made recommendations for improvements.· Resolved network issues and equipment and software troubleshooting queries tomaintain data accessibility.· Delegating tasks and achieving daily weekly and monthly goals.· Identifying risks and forming contingency plans as soon as possible.· Being transparent with the team about challenges, failures, and successes.· Managed and mentored new technical support agents.· Perform side by side training of new employees, along with the monthly monitoring. Show less

  • Associate Consultant

    Jan 2024 - now

  • Subject Matter Expert

    Nov 2022 - now