Sarthak Desai

Experience

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  HCL Infosystems Ltd.

  Oct 2017 - Dec 2021

  Senior Analyst

  Led the incident management process for high-priority cases (P1, P2), ensuring prompt ticket assignment and efficient resolution of user system and network connectivity issues.• Displayed effective collaboration within a fast-paced environment, applying analytical problem-solving to vet and resolve technical challenges quickly.• Provided exceptional technical support with a customer-centric approach, sharing knowledge and solutions across the team to drive efficiency improvements.• Utilized KB articles and performance metrics to document incidents, track resolutions, and manage work requests, ensuring efficient knowledge sharing.• Delivered desktop, application, and transaction support, focusing on enhancing the overall end-user experience and ensuring seamless system functionality.As Analyst | Oct’17 – Jul’20• Managed technical assistance requests across multiple channels (calls, emails, instant messages), assigning tickets and providing prompt resolutions to system unlocks, password issues, and connectivity problems.• Prioritized customer satisfaction through efficient problem-solving, timely follow-ups, and clear communication, ensuring ticket closure and adherence to SLAs.• Utilized Excel to import data and create comprehensive dashboards with bar graphs, pie charts, and filters, improving decision-making and performance monitoring.• Actively participated in incident prioritization, ensuring that high-priority tickets were addressed promptly and followed up on until closure Show less

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  _VOIS

  Dec 2021 - Jun 2022

  Senior Executive

  Ensured strict adherence to established operational standards and KPIs, effectively managing planned outages within SLA and time constraints.• Provided technical guidance and hands-on support to a team of 15, driving issue resolution and ensuring high-performance standards.• Led efforts in resolving customer issues by adhering to SOPs and escalating processes to meet SLAs, maintaining high levels of client satisfaction.• Facilitated seamless communication between onsite and offshore teams, ensuring smooth coordination during major releases and high-impact system changes.• Delivered timely updates to Customer Care/Account/Service Managers, ensuring stakeholders were well-informed on outage management, performance metrics, and SLA adherence. Show less

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  Canadian Food Inspection Agency

  May 2023 - Sept 2023

  Data Reporting and Analytics

  Utilized IBM Cognos to work with large datasets, creating dynamic, user-focused dashboards and reports with interactive filters, drill-down features, and visually captivating representations to meet diverse user requirements.• Employed Excel to maintain precise user lists, ensuring data accuracy and integrity. Leveraged advanced sorting, filtering, and formatting tools to streamline administrative processes and support business objectives• Showcased expertise in automating report production, implementing dynamic filters, custom computations, and query optimizations to streamline processes and improve operational efficiency.• Conducted detailed report examinations to ensure data precision, promptly identifying and addressing discrepancies to align results with anticipated insights, contributing to enhanced decision-making capabilities. Show less