Vikash Baid Email and Phone Number

Service Desk provides 7X24 Calls and Chats support for IT related issues and Applications management.Instrumental in process improvement and enhancing customer experience.Analyzing the situation and discussing with higher management making sure business continuity is maintained.Monitoring Daily SL (service level)Reduction of MTTR and enhanced Customer experience through advanced Speech to text analyticsIn charge of key operational metric ( Customer Service, Resolution Rate… Show more Service Desk provides 7X24 Calls and Chats support for IT related issues and Applications management.Instrumental in process improvement and enhancing customer experience.Analyzing the situation and discussing with higher management making sure business continuity is maintained.Monitoring Daily SL (service level)Reduction of MTTR and enhanced Customer experience through advanced Speech to text analyticsIn charge of key operational metric ( Customer Service, Resolution Rate and AHT)Track and monitor Support performance for the Team. Provide and welcome constructive, meaningful and timely feedback on performance.Create an open and transparent working environment to ensure associates voice is heard and if necessary appropriately acted upon.Provide support in organization initiatives like organizing events, process presentations, and process improvement initiatives. Show less

Leading teams involved in managing processes pertaining to technical support.Responsible for managing teams & spearheading teams for excelling business targets & service delivery metrics. Communicating and interacting with other functional areas of the program operations dept to ensure the customer, operational and capacity requirements are addressed.Ensuring that the team meets the targets as provided in Statement of Work by the Operations center and that quality levels are met at… Show more Leading teams involved in managing processes pertaining to technical support.Responsible for managing teams & spearheading teams for excelling business targets & service delivery metrics. Communicating and interacting with other functional areas of the program operations dept to ensure the customer, operational and capacity requirements are addressed.Ensuring that the team meets the targets as provided in Statement of Work by the Operations center and that quality levels are met at all times.Overall monitoring, management, motivation and appraisal of Team members and adhering to Quality metrics.Planning targets, monitoring numbers and achievement of overall targets on a daily, weekly & monthly basis.Ensure that queue management and call monitoring are done effectively. Show less

The job mainly constitutes of providing technical support to end users of commercial finance business from all around the World. Troubleshoot problems online that mainly concern the user’s connectivity to the network, file restoration, printer problems and the Mail server problemsAdminister the User Accounts; in most of the cases the user accounts are mined on NT serverRemote installation of various kind of software that are GE specific and even installation of different operating… Show more The job mainly constitutes of providing technical support to end users of commercial finance business from all around the World. Troubleshoot problems online that mainly concern the user’s connectivity to the network, file restoration, printer problems and the Mail server problemsAdminister the User Accounts; in most of the cases the user accounts are mined on NT serverRemote installation of various kind of software that are GE specific and even installation of different operating systemsAdminister the Lotus notes Domino, in sense creation, deletion and password reset and change for User accounts. Support connectivity to a GE tool called “Same time” which is mined on the Lotus domino front.As a Business SPOC Interact with key stakeholders (IT Infrastructure Lead, CIO and Helpdesk Manager).Training new Technical support analyst and helping them on calls. Show less