Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Timeline
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Abhishek Mukherjee

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, Maharashtra
04-2024

BBA - Marketing

The Bhawanipur Education Society College
Kolkata, West Bengal
05-2016

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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Timeline

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

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Abhishek MukherjeeIT Service Desk Lead