Sandipa Mitra
@sandipamitra
Diligent service desk analyst with expertise in IT support.
IndiaWhat I'm looking for
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
Software Analyst (User Access Manager, L2 Support Engineer)
Feb 2021 - Present (5 years 8 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.
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.
Education
Degrees, certifications, and relevant coursework
Camellia Institute Of Technology
Bachelor of Technology, Computer Science Engineering
WoMEN’S pOLYTECHNIC
Diploma, Computer Science Technology
Bhagabati Devi Balika Vidyalaya
Higher Secondary, Higher Secondary
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
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