Software Developer
HCL TECH
Feb 2022 - Dec 2024 (2 years 11 months)
Point of Contact for IT Issues: Served as the initial point of contact for all IT-related issues, delivering top-tier support to both internal staff and clients. Incident Management: Logged and tracked incidents using Jira, ensuring accurate documentation and timely resolution. Issue Escalation: Escalated unresolved or complex issues to 2nd Line Support, facilitating a smooth workflow and minimizing downtime. User Assistance: Assisted users with password resets, account unlocks, and application access, ensuring a seamless user experience. Customer Service Excellence: Provided high-quality customer service, consistently maintaining a professional and courteous demeanor. Request Management: Managed a high volume of support requests, effective