Experience

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  Dxc technology

  Jun 2019 - now

  Senior infrastructure iii analyst services

  Providing leadership and direction to a team of support analysts or technicians, including assigning tasks, setting goals, and ensuring adherence to policies and procedures.Monitoring the performance of team members, conduct regular performance evaluations, and provide constructive feedback to support continuous improvement and development.Allocating the resources effectively to ensure coverage and support for incoming tickets or requests, considering workload, skill levels, and priorities.Oversee the handling of incoming incidents or service requests, ensuring timely response, proper documentation, and resolution within defined SLAs (Service Level Agreements).Implement and enforce quality assurance processes to ensure consistent delivery of high-quality support services, including regular review of tickets, adherence to best practices, and identification of areas for improvement. Monitor customer satisfaction metrics and feedback to identify trends, address issues, and drive improvements in service delivery, aiming for high levels of customer satisfaction and loyalty.Gathering the relevant data related to service desk operations, such as ticket volumes, response times, resolution rates, customer satisfaction scores, and any other key performance indicators (KPIs) identified by the organization.Using Excel's data analysis features, collecting data to identify trends, patterns, and areas for improvement. This may involve creating pivot tables, charts, and graphs to visualize the data and gain insights into performance metrics. Based on the analysis conducted, the Team Lead creates comprehensive reports in Excel summarizing key findings, trends, and performance metrics. These reports may be presented in various formats, such as dashboards, scorecards, or detailed analysis reports. Show less