Abhishek Das
Service Desk Delivery Manager
Bengaluru
Summary
Results-driven Service Desk Manager with over 10 years of experience managing IT support teams, improving service delivery, and ensuring efficient issue resolution for end users. Proven track record of enhancing customer satisfaction, reducing response times, and optimizing help desk operations. Adept at troubleshooting complex technical issues, mentoring team members, and collaborating with cross-functional teams to implement best practices and solutions.
Skilled service management professional equipped to drive results through effective team collaboration and adaptable problem-solving. Expertise in IT support, incident management, and customer service. Strong communicator with focus on optimizing support processes and ensuring seamless technology operations.
Overview
11
11
years of professional experience
1
1
Certification
3
3
Languages
Work History
Service Desk Manager
LTIMindtree
05.2024 - Current
- Directed the transition from planning to go-live across accounts.
- Implemented AI Agent BOT and AI Chat BOT to boost operational efficiency and lower costs.
- Supervised a team of 18, spanning Service Desk Agents across four countries.
- Served as the primary point of contact between the client and LTIM for service operations.
- Monitored key metrics, conducted trend analysis, and pinpointed opportunities for process improvement.
- Designed and delivered training sessions to foster ongoing team growth.
- Maintained compliance with SLA standards.
- Provided performance reports and offered actionable recommendations based on user feedback and frequent issues.
Deputy Manager
HCL Technologies
03.2024 - 05.2024
- I worked as a Quality Lead.
- Managing a team of 8 QAs across 5 accounts.
- Preparing the roster for the team.
- Engaging in client and stakeholder calls.
- Supervise and mentor quality assurance analysts and agents.
- Establish quality metrics, standards, and benchmarks for service delivery.
- Regularly monitor service desk interactions (calls, emails, and chats) to assess compliance with quality standards.
- Conduct audits and evaluations, providing constructive feedback to team members.
- Analyze performance data and trends to identify strengths and areas for improvement.
- Prepare reports for management, highlighting quality performance, and actionable insights.
- Identify process inefficiencies, and recommend solutions to improve service desk operations.
- Involving in monthly business and calibration calls.
- Working on CI projects.
- Guiding and mentoring QA for project improvements.
- Tracking of monthly performance.
- Working on account recovery.
- Standardizing quality framework.
Team Lead
Accenture Solutions Pvt Limited
08.2021 - 03.2024
- Managed a team of 25 members.
- Preparing the roster for the team.
- Creating PowerPoint presentations to help develop solutions to the quality defects.
- Driving the automation project for stability testing forward and acting as an SME.
- Providing leadership and strategic decision-making for regulatory compliance during new project transitions.
- Supporting the continuous improvement efforts within the projects and the organization by participating in quality and performance improvement projects.
- Also, work on ensuring delivery within the primary area of Request Fulfillment, and incident resolution within contractual SLAs.
- Communicating customer, regulatory, and organizational requirements to ensure contract compliance and customer satisfaction.
- Managing the incidents and service requests raised for the desk in ServiceNow.
- Perform cross audits for calls, chats, emails, and SSP, and share feedback with the agents.
- Work on account recovery in scenarios when the project is not meeting client-set parameters.
- Prepare weekly and monthly decks on project quality summaries.
- Conduct calibration calls with the clients, and for the improvement of the service provided.
- Work on Error Analysis, Trend Analysis, and Continuous Improvement.
- Perform DSAT analysis.
- Prepare the monthly review deck for the client presentation.
- Encourage and implement staff development.
- Help in cross-skilling the agents for a better user experience, and avoid a lack of customer service.
Subject Matter Expert
Wipro Technologies
08.2018 - 08.2021
- Managing a Team of 12 Members
- Handling L2 tasks and Escalations
- Working closely with clients for continuous Process improvement
- Providing Training for the new hires
- Worked as support buddy for the new joiners.
- Building roster for the team.
- Work on continuous improvement of teammates
- Performing quality audit
Senior Process Executive
Wipro Technologies
06.2015 - 08.2018
- Worked as L2 support.
- Working with Key stakeholders, providing technical support
- Providing Training for the new hires
- Worked as support buddy for the new joiners.
- Technical Support, Customer Support, Troubleshooting
- Handling escalation calls and working as a POC.
- Worked as an SME Supported a team of 28 members as an SME.
- Driving business metrics and call quality
- Auditing calls of agents and sharing feedback
Education
Bachelors in commerce - Accounting And Finance
Calcutta University
Kolkata, India01-2015
Indian School Certificate - 12 - Accounting And Finance
Methodist School Dankuni
Kolkata, India 04.2001 -
Indian Certificate of Secondary Education - 10 - General Studies
Methodist School Dankuni
Kolkata 04.2001 -
Skills
IT Service Management (ITSM)
Team Leadership & Coaching
Incident Management & Escalation
Customer Service Excellence
ITIL Framework (v4)
Service Level Agreement (SLA) Management
Process Improvement & Optimization
Ticketing Systems (eg, ServiceNow, Remedy, Cherwell, Jira)
ITIL framework
Service delivery optimization
Strategic business planning
Work Planning and Prioritization
Project management
Certification
ITIL V4 Foundation certified.
Interests
Travelling, Spending time with pet, Listening to music
DECLARATION
I hereby declare that the above furnished details are correct and complete to the best of my knowledge and belief. Place: Bengaluru Abhishek Das
PERSONAL INFORMATION
- Date of Birth: 21st September 1993
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Service Desk Manager
LTIMindtree
05.2024 - Current
Deputy Manager
HCL Technologies
03.2024 - 05.2024
Team Lead
Accenture Solutions Pvt Limited
08.2021 - 03.2024
Subject Matter Expert
Wipro Technologies
08.2018 - 08.2021
Senior Process Executive
Wipro Technologies
06.2015 - 08.2018
Indian School Certificate - 12 - Accounting And Finance
Methodist School Dankuni
04.2001 -
Indian Certificate of Secondary Education - 10 - General Studies
Methodist School Dankuni
04.2001 -
Bachelors in commerce - Accounting And Finance
Calcutta University