Abinaya Pandian

Service Desk Senior Analyst                                                                       Contact Number : 8248722493

                                                                                                               Email ID : [email protected]

Enhance team performance and maximize customer satisfaction by strategically managing calls, emails and implementing process improvement. Successful at training and mentoring employees to promote a culture of collaboration and continuous improvement. Assist users in resolving IT related concerns such as but not limited to active directory troubleshooting, mobile phone and network troubleshooting, basic SAP applications troubleshooting, printer issues, etc.

  Chennai, Tamil Nadu, India

Work Experience

Service Desk Analyst  •  HCL Technologies Ltd

  • Quickly and conscientiously handled incoming communication to the Service Desk, including phone calls and e-mail
  • Documented thoroughly all incidents in Service Now. Relate, link, and assigned incidents to the appropriate teams and escalated systemic issues when needed.
  • Installed, modified, and repaired hospital software.
  • Managed Sentillion Vergence configuration for doctors and nurses hospital wide.
  • Trained and working as a Knowledge Management and quality senior analyst Developing key knowledge - centered support process, including integration with incident management and problem management processes
  • Managed site content ensures pages are organized and professional. 
  • Provided workflow capabilities that support the organization's mission and goals. Identified interdependencies between teams and work closely with peers to introduce new knowledge content development. 
  • Conducted and evaluated customer feedback surveys. Prepared detail-oriented management reports. Delivered feedback to agents. 
  • Provided customer feedback and internal compliance feedback to management Held a 10 months record of second place most resolved incidents. 

October 2020 - Present

Technical Analyst   •  Goomo Orbit Corporate & Leisure Travels

  • Adherence to process and procedures to maintain quality and professional requirements.
  • Fluent written / spoken English plus at least one of the following additional languages: Tamil, Hindi.
  • Solid experience of supporting an end user environment is an advantage.
  • Strong teamwork and communication / information sharing.
  • ITIL awareness.

January 2020 - April 2020

Technical Analyst  •  IGT Solutions PVT LTD

  • Provided technical support to callers by researching and answering communications questions; resolving problems; providing resources.
  • Resolved issues by researching documentation; troubleshooting hardware, software, guiding clients through corrective steps; escalating problems to the second level; tracking the status of problems and solutions.
  • Established service by walking callers through new installations and configurations.
  • Improved caller capabilities by providing additional documentation; recommending training courses.
  • Maintained help desk database by entering caller statistics, inquiries, and responses.
  • Improved help desk results by recommending changes in information and processing.
  • Updated job knowledge by tracking and understanding emerging practices and standards; participated  in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

September 2018 - January 2020


2014 - 2018

P.B Engineering College

Aeronautical Engineering

2012 - 2014

Kalashetra Matriculation Higher Secondary School

Computer Science

2000 - 2012

Daniel Matriculation Higher Secondary School

Computer Science



  • Strong customer service ethos
  • Ability to work well with people
  • Strong communications skills
  • Excellent Organisational Skills
  • Ability to quickly establish good working relationships with clients
  • Willingness to sometimes work unsociable hours
  • Patience
  • Enthusiasm for continual learning
  • Excel

  • English — Professional
  • Tamil — Native or Bilingual
  • Hindi — Intermediate
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