Nandini P.

Functioned as the main contact for global IT support through calls, chat, and email, managing incident and service request triage along with precise documentation in ServiceNow. Executed L1 and L2 troubleshooting aimed at achieving First Time Fix, while escalating intricate cases to specialized teams with comprehensive handover notes. Administered the full incident lifecycle, including diagnosis, updates, SLA tracking, and closure, ensuring accuracy of data and timely communication with users. Monitored system alerts, promptly escalating potential major incidents and customer complaints according to established workflows. Offered empathetic technical support to end users during high-pressure scenarios, maintaining a professional demeanor throughout. Conducted call audits and provided focused coaching to service desk agents, improving quality scores and First Time Fix rates. Facilitated monthly Process Knowledge Tests (PKTs) to reinforce updated procedures, leading to enhanced ticket accuracy, reduced repeat contacts, and improved SLA compliance. Served as a dependable escalation point during service interruptions, coordinating with resolution teams and keeping stakeholders informed for quicker resolutions.

Provided Tier 1 IT support for Microsoft 365, email, Active Directory, VPN, and LAN issues via ServiceNow, acting as the primary contact across diverse user groups. Managed L1 escalations and worked closely with senior engineers to effectively resolve high-impact problems. Created standard operating procedures (SOPs), checklists, and support workflows that streamlined onboarding time for new hires by 30% and enhanced service consistency. Instructed new support engineers on ticket management, documentation standards, and professional communication with users. Sustained 95% SLA adherence during peak times through proficient case prioritization and workload management.

Supervised daily operations, ensuring team compliance with process standards and quality objectives. Collaborated with training and quality teams to minimize turnaround time through effective coordination. Conducted root cause analyses on recurring performance challenges and implemented workflow enhancements to close gaps. Monitored essential agent metrics, including SLA, average handling time (AHT), and productivity, providing corrective coaching to underperforming team members.

Provided customer support for banking services, emphasizing accuracy, regulatory compliance, and first-contact resolution. Assisted customers in navigating transactional processes and digital banking features, achieving high customer satisfaction in sensitive interactions.

Managed multi-channel customer inquiries via phone, chat, and email, consistently surpassing KPI targets such as CSAT, schedule adherence, and productivity. Supported new hire onboarding by imparting process knowledge and providing guidance on soft skills. Handled difficult customer interactions, employing de-escalation techniques while offering constructive feedback for service quality improvement.

Handled multi-channel customer inquiries via phone, chat, and email, consistently surpassing KPI targets such as CSAT, schedule adherence, and productivity. Supported new hire onboarding by imparting process knowledge and providing guidance on soft skills. Handled difficult customer interactions, employing de-escalation techniques while offering constructive feedback for service quality improvement.