Aniket Jain

Experience

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  GroupM

  Jan 2015 - Mar 2015

  Service Desk Intern

  Responsibilities:Developed technical skills through various IT systems such as Active Directory, MS Office 365, Citrix and Service NowManaged Active Directory by adding, modifying and deleting user profilesSetting up email accounts on clients iPhoneJoined network computers to company’s domain through administrative accessLogged Service Request using ticketing system Service NowDeployed software and applications on request by users according to the IT policies and proceduresDeveloped professional communication through email, phone, Cisco Jabber (Messenger) and face-to-face interactions with colleaguesDecommissioned assets using asset management applicationLearned tasks importance according to the priority set in MS Outlook (High, Medium and Low)Organised peripherals (Cables, Monitors, Notebooks, etc.)in store room by implementing index systemDeveloped soft skills such as attention to detail, team work, courteous, competitive, pep talk, etc., with peers while performing daily task and meal breaks Show less

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  Jemena

  Aug 2017 - Dec 2019

  Service Desk Assistant

  Department (Digital Functional Group -> Operations and Service Management) Support the delivery of IT Service Desk services to both internal and external users, with a high level of focus on customer service, quality, and ownershipProviding support to Service Desk and Service Management teams as required.Where possible, provide 1st level support for IT services and user assistance in line with defined Service Desk Operational proceduresAdherence to defined IT Service Management processesAdherence to defined Service Desk operational proceduresFormalise Knowledge Base articles and general support documentation as requestedUpdate records in IT Service Management toolPerform ad-hoc administration duties as requestedFollow defined operational procedures to: Register tickets into IT Service Management tool (ServiceNow) on behalf of users Assess, prioritize, categorize and assign user tickets Resolve user tickets where possible, escalating to Service Desk Analysts and 2nd level Support teams when necessary Provision, modify and remove user accessUpdating and assigning support tickets, supporting Service Desk Analysts and 2nd level support teams in their operational dutiesRespond to inbound user phone calls, emails and tickets loggedContact users via phone, email and instant messenger to collect additional information for tickets loggedContinually look to improve both written and verbal communication skills with coaching and mentoring from Service Desk management. Show less

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  Australia Post

  Feb 2020 - Apr 2020

  Service Desk Analyst

  Level 1 - Phone Support to Corporate UsersProvided first-level technical support to customers, predominantly via telephone and web portal requests.Update and maintain accurate records through proper use of the IT Service Management system (ServiceNow).Utilise problem determination tools and techniques to identify, and effectively resolve incidents.Meet and/or exceed agreed performance measures.Provided accurate and detailed information on unresolved incidents to support groups, customers, Peers and management to assist in incident determination and resolution.Maintained and build relationships with clients, peers, support personnel and management.Followed the established policies and procedures of the Service Desk. Show less

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  Cenitex

  Apr 2020 - now

  Service Desk Analyst

  Division - Customer EngagementPosition PurposeThe Service Desk Analyst coordinates the resolution of incidents and the fulfillment of service requests to maintain high levels of customer satisfaction with IT services. This position serves as a single point of contact for the customer, ensuring that appropriate and timely information is delivered to the customer throughout the lifecycle of the incident or service request. The Service Desk Analyst supports customers via multiple channels, including phone, email, and instant messaging. In line with the Cenitex Service Charter, this position is required to be available for core business and after-hours support as required.Key Accountabilities:-Provide direct customer support via phone, email, instant messaging or any defined Service Centre communication methodResolve or coordinate the resolution of all incidents and service requestsProvide recording, ownership, monitoring, tracking, communication, and closure of incidents and service requestsAnalyse incidents and service requests for correct prioritisation, classification, and initial support requirementsEscalate complex, difficult, contentious or politically sensitive incidents and service requests as necessary per established escalation policies.,When alerted, coordinate the resolution of poorly performing or stalled incidents and service requestsProvide after-hours support either as required or to an agreed rosterParticipate in the principles of continuous improvement and contribute to the development of technical and process documentsAny other duties as reasonably directed by Cenitex Show less