Varsha Khandelwal

• Responsible for facilitating customer resolution for incidents/tickets and active engagement with senior stakeholders to ensure that service level targets were met and exceeded, and to identify areas for continuous service improvement

• Acted as a point of contact for escalated incidents, collaborating with specialized teams to ensure swift resolution and minimizing impact on service availability.

• Troubleshoot and resolve complex hardware and software issues for a diverse range of desktops, laptops, and peripherals, minimizing downtime and enhancing productivity.

• Provide on-site technical support to end-users, ensuring seamless operation of hardware and software systems, resulting in a consistent 98% user satisfaction rate.

• Hands on experience on ServiceNow to manage end-to-end workflow of tickets

• Maintained accurate documentation of support requests, resolutions, and system configurations.

• Train and mentor junior support technicians, imparting technical knowledge and best practices, leading to a 30% increase in team proficiency.

• Conducted root cause analysis and implemented solutions to prevent recurrence of incidents, following ITIL Problem Management processes.

• Played a key role in change management efforts, ensuring smooth transitions during technology upgrades and procedural changes.

• Collaborate with vendors and third-party providers to source replacement parts and coordinate repairs, resulting in a 15% reduction in equipment procurement costs.

• Demonstrated consistent adherence to SLA commitments, resolving incidents and fulfilling service requests within established timeframes, maintaining a 95% SLA compliance rate