Managing team with the people of 9 membersAsset monitoring using ITSM tools, keep audit trail and maintain database.Asset Monitoring with service now \Eracent ToolConfiguration management is an IT management process that tracks individual configuration items of an IT systemPerform Demand/Supply analysis, Trend analysis & forecasting for IT Asset usage.Allocation and de-allocation of Hardware Assets (Desktop, Laptop, Servers, communication devices etc.)Identifying & reporting of gaps in procurement v/s deployment.Tracking Hardware allocations, Auditing, usage.Identify opportunities for technology enhancement/upgrade wherever applicable.Document and escalate risks, controls, and procedures for ITSM (IT Asset Management) reconciliations and maintain procedures for audit.Managing the service request and assigning the same to concerned person.Incident managementTimely follow-up for information, including escalation per procedures.Coordinate the work being performed by the IT Asset Management team with regional IT Asset managers.Establishing processes for entire IT Asset Lifecycle from procurement to disposal.Working on smooth Exit clearance of users

Current Roles & Responsibility Service Desk LeadLeading Incident and Service Request to resolution.Developing Service Desk process and workflow.Providing and Developing communication plans to customer.Providing on call supportContributing to Change Management Process.Preparing Report of Monthly Performance review meeting for sharing with ClientPreparing the Pending Ticket Audit report.Keep tracking of VIP users , VC (Video Conferencing),Auditing of ticketsWorked on Service Catalogue.Maintaining the SLA of Service Desk 98%.Creation of SOPSWorked on PMMS DA kit.Change ManagementCreation and tracking of Change request.Gathering appropriate information based on the type of change being investigatedProblem ManagementRaising Service Desk Team observation and recommendations to service delivery manager regarding.Senior Service Desk Analyst Operations Manage and coordinate the processing of incoming calls /tickets to ensure courteous, timely and effective resolution to incident and service request.Develop and implement ticket handling and escalation policies and procedures.Providing support of Outlook 365 to end user.Password reset of Domain, Email id and SAP.Creation of Domain and Email ID Maintaining records of Exit and On Boarding users.

• Logging Tickets (Incident / Service Request / Information Query) for every user interaction handled on Service Desk Tool• Providing first level support on Desktops Peripherals, Outlook and Office automation products.• MS Outlook configuration & troubleshooting, user registration, password reset, rename, recertify. • Managing User & Group, Computer Accounts, Hardware Devices & Drivers.• Create the user id and provide the necessary access.• Provide the admin right, Domain re-joining, software installation. • Periodic preventive maintenance audits for desktops and keeps record of the same and send it to Team Leads on monthly basis• Handel Data Recovery & Procurement cases.• Expertise in Manage engine asset explorer (asset management tool) .• Good technical skills effective in a multi-functional environment.• Identifying and escalating high-severity, priority issues.• Responsible for taking care of all escalated issue for team & make MIS report. • Pro-active follow-up and escalation of pending calls, if breaching SLA.• Refer the problem to the competent designated person/ on-site Engineer/ service provider/vendor.• Making sure that there are minimum number of Incidents open at any given time• Ensuring minimum open calls at the end of the shift and call closure to have high quality