SRILEKHA A
Kuchikadu
Summary
Service Desk Analyst with 4+ years of experience in application support, incident management, and user operations. Proven track record in maintaining 95%+ quality scores, improving response times, and reducing repeat issues through efficient troubleshooting and process optimization. Skilled in SQL (Beginner) and SAP P2P, with strong communication, problem-solving, and SME-level knowledge sharing capabilities.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Analyst
HCL Technologies Ltd.
12.2021 - Current
- - Providing end-to-end application support, incident management, and user query resolution with consistent 95%+ quality scores.
- - Managing application operations, backlog reduction, and SLA/CSAT adherence, improving response efficiency by 15%.
- - Handling SQL-based data checks, SAP P2P operational support, and process optimization to reduce repeat issues by 40%.
- - Acting as SME for the team, delivering training sessions and knowledge transfer.
- - Collaborating with cross-functional teams to enhance system stability and drive RCA.
Senior Representative
NTT Data BPO Services
05.2020 - 12.2021
- - Handled customer operations, ticket processing, and service requests with accuracy.
- - Provided initial troubleshooting and coordinated with internal teams.
- - Maintained high levels of customer satisfaction.
- - Supported documentation, workflow updates, and operational reports.
Education
B.E. - Electronics & Communication Engineering
Anna University
01.2017
Skills
- Application Support,
- Incident & Ticket Management,
- SQL,
- SAP P2P,
- RCA,
- ServiceNow,
- SLA/CSAT Management,
- Knowledge transfer and training
- Team collaboration and leadership
- Documentation and reporting
- Process improvements
- Problem-solving
PROJECTS
Process Automation, SOP Update, KBA Development, RCA Coordination.
Certification
- - Introduction to ML, AI, GenAI & ChatGPT
- - AWS Cloud Practitioner (2019)
LANGUAGES
English (Fluent), Tamil (Native/Fluent)
TECHNICAL TOOLS
ServiceNow, SAP P2P, SQL Workbench, Excel (VLOOKUP, Pivot)
Timeline
Analyst
HCL Technologies Ltd.
12.2021 - Current
Senior Representative
NTT Data BPO Services
05.2020 - 12.2021
B.E. - Electronics & Communication Engineering
Anna University