Anisha Melisha Dsouza

As an IT Service Desk Manager, I’m focused on keeping operations running smoothly while maintaining strong service quality. I keep a close watch on our processes and take deliberate steps to improve efficiency without losing control of the standards that matter. With over 10 years of experience in IT operations and QA, I’ve built and refined support structures that consistently drive higher end-user satisfaction. I take full ownership of the service desk  from incident and problem management to ticket lifecycle, team coaching, and quality assurance.
My approach is rooted in ITIL principles, but I keep it practical and flexible enough to work in real-world situations. I also interface with stakeholders and participate in ISO audits to improve our knowledge management practices. I’m accountable for meeting SLAs, ensuring QA benchmark accomplishment and am always looking for ways to tighten processes, close service gaps, and strengthen the reliability of critical business systems.

I take particular pride in building capable teams, optimising support processes, consistently hitting our KPI targets, and maintaining high standards across all levels of IT service delivery. I’m genuinely motivated by the chance to apply my technical knowledge in demanding and complex environments.

I was working as service desk engineer in Mphasis