Open to opportunities

Sandipa Mitra

@sandipamitra

Message

Diligent service desk analyst with expertise in IT support.

India

Message

What I'm looking for

I am looking for a role that offers opportunities for growth and development in IT support, where I can leverage my skills in customer service and technical training.

I am a dedicated professional with extensive experience in managing complex requests and resolving customer complaints. My excellent customer service skills have enabled me to address the needs of clients effectively, ensuring they receive the highest quality of service. I thrive in fast-paced environments, delivering reliable clerical supervision and support.

Currently, I work as a Software Analyst at Capgemini Technology, where I coach support agents and manage training programs. My role involves creating dashboards in ServiceNow and JIRA, updating tickets daily, and providing L2 support across various projects. I am also certified in AZ-900 and have a strong foundation in ITIL, Active Directory, and cloud services.

Experience

Work history, roles, and key accomplishments

Current

Software Analyst (User Access Manager, L2 Support Engineer)

Current

Capgemini Technology

Feb 2021 - Present (4 years 3 months)

Experienced Software Analyst specializing in user access management and L2 support. Responsible for coaching support agents, managing training, and creating dashboards in Service Now and JIRA. Skilled in compiling workflow information and assisting users with limited IT literacy.

ServiceNow Jira Active Directory Access Management Technical Training Incident Management

Service Desk Analyst

Capgemini Technology

Jan 2021 - Feb 2021 (1 month)

Dedicated Service Desk Analyst with extensive experience in managing complex requests and resolving customer complaints. Proven ability to deliver excellent customer service and support in fast-paced environments, utilizing ITIL and Service Now for effective ticket management.