Pranav Desai

Engineering graduate and an IT professional seeking career in IT and Technical support 

Desktop Support Engineer at Tech Mahindra.

Roles:

1. Coordinate resolution of open faults/ incidents by identifying the closest problem cause & by communicating with various local & onshore resolver groups thus working towards earliest possible resolution.
2. Identify/ articulate a clear problem statement of production issues for resolver groups to act/ respond with appropriate priority
3. Maintain regular communication with end-users through timely updates.
4. Obtain accurate details of problems & associated impact through coordination with affected user groups (for e.g., TL’s/ advisors/ RTA/ Quality/ Change/ etc).    
5. Ensure strict adherence to the ‘Service Desk’ life-cycle by closely tracking assigned tickets, rigorously follow the IT escalation matrix for applicable issues.
6. Effectively executing service/support requests of senior management users.
7. Identifying recurring problems, reporting trends to the SDS & recommending solutions.
8. Perform routine activities from start-to-finish like Antivirus updates, maintaining end-user workstation inventory, upkeep of common devices like printers & other IT accessories
9. Ensure first attempt resolution as far as possible & educating the user where required so as to ensure elimination of problem recurrence

Bachelor’s in Engineering in Electronics and Telecommunications from Atharva College of Engineering affiliated to The University of Mumbai.