Open To Work
Abhishek Mukherjee
IT Service Desk Lead
Kolkata
Summary
Experienced BPO/ITES professional with 7 years in assistant team management and service desk supervision. Proven track record in enhancing team efficiency and customer satisfaction. A highly motivated employee with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Global Service Desk Analyst L2
Wipro Technologies
Kolkata
12.2022 - 09.2023
- Provided level 2 technical support for global clients, resolving complex IT issues promptly.
- Collaborated with the L1 support and escalated issues as necessary to ensure timely resolution.
- Analyzed and performed troubleshooting for hardware, software, and network problems efficiently.
- Documented support processes, troubleshooting steps taken, and resolutions provided, accurately.
- Assisted in the development and maintenance of knowledge articles and training materials.
- Ensured compliance and service level agreement and customer satisfaction targets were achieved consistently.
- Assisted users with installation of new applications or software updates as needed.
Senior Business Development Associate
AlmaBetter Edutech Pvt Ltd
Bengaluru
02.2022 - 05.2022
- Identified, Developed, and built new business opportunities through strategic prospecting and market research.
- Built and maintained relationships, with potential clients, understanding their needs, and proposing tailored solutions.
- Negotiated enrollment prices with prospective learners, ensuring favorable terms for both parties.
- Achieved sales targets and revenue goals set by the company.
- Stayed abreast with industry trends, competitors, and market offerings to stay ahead of the competition.
- Provided regular reports on sales activities, pipeline status, and market feedback to management.
Subject Matter Expert
BT eServ India Pvt Ltd
Kolkata
07.2019 - 12.2021
- Supported the Team Manager in leading a team of customer service representatives to achieve performance targets and KPIs.
- Assisted in the training, and development of team members to ensure high-quality service delivery.
- Provided coaching and mentoring to team members to enhance their skills and improve performance.
- Monitored team performance through regular performance reviews and feedback sessions.
- Handled escalated customer issues and complaints, ensuring prompt resolution and customer satisfaction.
- Collaborated with other departments to streamline processes and improve service delivery.
- Assisted in the implementation of new policies, procedures, and initiatives to drive operational excellence.
- Maintained accurate records of team performance, attendance, and other relevant metrics.
Senior Associate
Wipro Ltd
Kolkata
12.2017 - 07.2019
- Handled escalated customer inquiries and complaints with professionalism and empathy, ensuring timely resolution.
- Provided guidance and support to junior team members, assisting them in resolving complex issues.
- Served as a subject matter expert on BT products and services, offering in-depth knowledge and advice to customers and colleagues.
- Performed self-analysis of customer feedback and trends to identify areas for improvement and implemented corrective actions.
Customer Service Representative
Concentrix Daksh India Pvt Ltd
Kolkata
09.2016 - 11.2017
- Provided exceptional customer support through inbound support channels.
- Addressed customer inquiries, concerns, and complaints, promptly and professionally.
- Performed diagnosis for technical issues, and provided accurate information regarding products and services.
- Ensured customer satisfaction by resolving issues effectively and efficiently.
- Followed predefined processes and procedures to meet quality and productivity targets.
Education
MBA - Operations Management
NMIMS Centre For Online And Distance Education
Mumbai, Maharashtra04-2024
BBA - Marketing
The Bhawanipur Education Society College
Kolkata, West Bengal05-2016
Skills
- Technical Support
- ITIL Knowledge
- Escalation management
- Performance Assessment
- Remote Technical Support
- Incident Management
- Hardware troubleshooting
- Training abilities
- System Administration
- Client Relationship Management
- Service Level Agreements
- Technical Troubleshooting
- User Support
- Report Preparation
Certification
Scrum Master Basic Quiz
ID: SCR20234113X
Date: 11/21/2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
HybridRemoteSalary Range
₹100000/yr - ₹130000/yrTimeline
Global Service Desk Analyst L2
Wipro Technologies
12.2022 - 09.2023
Senior Business Development Associate
AlmaBetter Edutech Pvt Ltd
02.2022 - 05.2022
Subject Matter Expert
BT eServ India Pvt Ltd
07.2019 - 12.2021
Senior Associate
Wipro Ltd
12.2017 - 07.2019
Customer Service Representative
Concentrix Daksh India Pvt Ltd
09.2016 - 11.2017
MBA - Operations Management
NMIMS Centre For Online And Distance Education
BBA - Marketing
The Bhawanipur Education Society College