Service desk - Lead
Tata Consultancy Services
Total years of experience :4 years, 7 Months
TATA Consultancy Services, Bangalore: - from 3rd June 2013 till date.
1) Project : AC Nielsen - The Market Research Company
Process : Nielsen Infrastructure Support (Service Desk)
Period : June’2013 - Dec’2013
Role : Global Service Desk Engineer
Responsibilities:
• Served as Single point of contact for all Infrastructure queries and issues reported by Nielsen employees.
• Responsible for meeting individual SLA’s like ASA, ABN, FCR & AHT.
• Handling both Calls and Emails across the globe in different shifts as scheduled.
• Following up on allocated tickets as and when necessary.
• Organizing regular meets & trainings to ensure quality of service.
• Interact with different resolver teams to provide appropriate solution to user.
2) Project : AC Nielsen - The Market Research Company
Process : Nielsen Infrastructure Support (Service Desk)
Period : Jan’2014 - Feb’2016
Role : Subject Matter Expert
Responsibilities:
• Monitoring calls and ensuring quality of call meets the client’s expectations
• Based on the feedback have to coach advisors
• Monitoring documentation i.e. comments entered in the Incident Tickets that are logged.
• Preparing training material and Conducting Process training for the new joiners
• Take escalation calls
• Identifying areas of process improvements and implementing best practices.
• Owner for daily, weekly and Monthly MI Reports and Dashboards
• As a Back-up team lead need to ensure meeting the project schedule & SLAs in absence of Team Lead / Project Lead
3) Project : AC Nielsen - The Market Research Company
Process : Nielsen Infrastructure Support (Service Desk)
Period : March’2016 - Till Date
Role : Global Service Desk Lead
Responsibilities:
• Managing a Team of 20 members.
• Responsible to monitor the team’s performance and ensure maximum utilization of the resources.
• Responsible for Appraisals and KRAs of the team
• Team co-ordination, back-up planning, Internal Job Posting planning
• Managing project and making sure SLA’s are met and reporting to clients.
• Generating reports on timely bases and projecting an overview of the team’s performance including stats.
• Working on Excel to Create Graphs, Pivots and look-ups to get right data from different files.
• Organizing regular meets & trainings to ensure quality of service and keep the team up to date with process.
• Coordinating new integrations and executing through the completion until BAU. Monitoring new changes for any escalations and sorting the issues if any.
• Has project management experience handling various projects like deployment of Password manager self-help tool reducing the time taken to resolve account management issues.
• Has done Problem Management helping in automating lot of process filling the gaps and improving User Satisfaction.
• Interact with the clients on new integrations and coordinating for smooth transition.
• Monitor regular escalations and coordinate with respective resolver teams to ensure preventive action is taken.
• Problem management in effective ways to reduce tickets coming to help desk.
• Suggestions on possible Automation of process to reduce the call and email flow.
• Coordinating New Integrations for smooth transition to Service Desk and other teams.