Varmisha Malikha A

Senior System Engineer | Senior Service Desk Quality Analyst

Senior System Engineer and Service Desk Quality Analyst with 5.7 years of experience in IT Service Management, Service Desk Operations, and Quality Assurance. Experienced in ServiceNow, Incident, Problem and Change Management, QA auditing, SLA/KPI monitoring, RCA, coaching, calibration, compliance, and continuous improvement.

[email protected] 9384440434 Coimbatore
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Skills
Work Experience
Service Desk Analyst – L1
Capgemini
Dec 2020 — Jul 2021
  • Delivered first-level technical support via calls, chats, email and SSP
  • Resolved incidents using ITIL processes and documented work in ServiceNow
Service Desk Analyst – L2
Capgemini
Jul 2021 — Mar 2022
  • Provided L2 technical support and managed ticket escalations
  • Supported problem management and operational reporting
Associate Service Desk Quality Analyst
Capgemini
Mar 2022 — Apr 2025
  • Conducted end-to-end quality audits using standardized QA scorecards
  • Monitored SLA, KPI, CSAT and FCR metrics through trend analysis
  • Performed RCA and supported quality improvement initiatives
  • Conducted coaching, feedback and calibration sessions
  • Performed ServiceNow audits and compliance reporting
Senior System Engineer / Senior QA Analyst
Cognizant
May 2025 — PresentCurrent
  • Conduct end-to-end quality audits across voice, chat, email and SSP interactions
  • Evaluate Incident, Request, Problem and Change Management process adherence
  • Analyze SLA, KPI, CSAT, FCR, AHT and quality metrics
  • Perform RCA and recommend corrective actions
  • Deliver coaching, feedback, calibration and mock call sessions
  • Perform ServiceNow audits, reporting and compliance checks
  • Collaborate with operations stakeholders to improve service quality
Skills
ITILService Desk QAQuality AuditingServiceNowIncident ManagementProblem ManagementChange ManagementRoot Cause Analysis (RCA)SLA MonitoringKPI MonitoringCSATFirst Call Resolution (FCR)CoachingCalibrationTrend AnalysisComplianceMicrosoft ExcelContinuous Improvement
References available upon request.
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