Abhijeet Anand

As the Service Desk Team Lead, I oversee the daily operations of the service desk team, ensuring efficient and effective customer support. My role involves strategic leadership, process optimization, and team development to uphold the standards and objectives of the organization.

• Leadership and Management: Provide guidance and direction to the service desk team to ensure smooth and efficient operations.
• Customer Support: Ensure the team delivers high-quality and timely support to end-users, addressing queries and resolving issues effectively.
• Process Improvement: Identify areas for process enhancements, implementing best practices and strategies to improve service desk efficiency and effectiveness.
• Team Development: Mentor and develop team members, providing training and growth opportunities to enhance their skills and career progression.
• Communication: Facilitate clear communication between the service desk, IT departments, and stakeholders, ensuring transparency and alignment.
• Performance Monitoring: Track and analyze service desk performance metrics to ensure objectives are met and identify areas for improvement.
• Problem Resolution: Lead efforts in resolving complex issues and escalations, providing guidance and support to the team.

• As a Systems Integration Senior Analyst at NTT Data in India, I was responsible for enhance the overall efficiency and performance of the process. Through my expertise I successfully implemented solutions that streamlined processes and improved business operations.
• Maintained system architecture
• Collaborated with cross-functional teams to ensure seamless integration
• Identified and resolved technical issues in a timely manner
• Trained and mentored junior team members in integration techniques

• Working for Amgen Project managing a team of 25 headcount with their day- to-day activities.
• Monitoring their performance on daily, weekly, monthly basis, providing them with regular feedbacks and appreciation for work done.
• Managing the real time service level on the tickets assigned to everyone.
• Manage and inform the stakeholders about application downtime with Service Disruption communications and keep them posted if there is extension in application downtime hourly notification on status.
• Involve the Global Incident management for resolution and keep them posted with contacts received or new error or reduction of contacts on any fix applied.
• Handling the biweekly meet for the service desk and owner of a chat modality as mode of service and responsible for making the modality going green for multiple locations project is based and sharing the changes and updates as client demands.
• Heads the escalation management and works closely with client in keeping the escalation count below 0.001% as per the agreement with client.
• Working closely with fellow Leads to sharing the escalations and responsible to keep the update from escalation received reach out to L1 for reduction in form of leaflets and communication via Email.

• Assigning unresolved Incidents to appropriate higher expert support team.
• Maintaining SLA of the ticket.
• Performing RCA on missed SLA ticket's.
• Assigning task and incident to team member's.
• Incident/Request Management-Routing incidents and request to the appropriate Team.
• Maintaining CI for the ticket's.
• Responsible for high aging task's.
• Prequalifying tasks for our team.
• Coordinated with cross-functional teams for timely deliveries, ensuring client expectations were met.

• Pilot batch for B2B support for Noida site.
• Nominated and awarded for NTT Champion Award for being in top 25% of population.
• Nominated for getting highest customer satisfaction with 100%.
• Handled the Business Intelligence tools for pulling Service Now related Data.
• Took initiatives in finding solutions for problems related to tools with help of leaders.
• Took extra work for scrubbing and auditing call related data on database tools with guidance from leaders.
• Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
• Performed troubleshooting and diagnosis on malfunctioning equipment.