Akansha Chandra

• Lead Service Desk operations for a geographically distributed team of 28 across Gurgaon, Pune, Jaipur, Bangalore, Hyderabad, and Chennai, across two Service Desk processes — Accenture's internal global Service Desk and a separate process for an acquired organization.
• Own workforce planning, roster management, shift coverage, and operational coordination for ~60 resources across the overall process.
• Manage leave planning, attendance, workforce availability, and employee grievance handling while balancing coverage and business needs.
• Conduct process and performance audits, review scorecards, and provide coaching/feedback to drive performance improvement.
• Track SLA, AHT, call volumes, ticket tagging adoption, and process adherence across supported operations.
• Coordinate with cross-location stakeholders to resolve issues, maintain service continuity, and drive continuous improvement.
• Led end-to-end deployment of an AI-enabled multilingual Service Desk solution across Japanese, French, Spanish, Italian, and Portuguese — covering UAT, stakeholder coordination, training, go-live, and post-production monitoring.
• Monitor SLA, AHT, call volumes, and adoption across supported languages, using performance trends to drive process improvements.
• Support backlog reduction and SLA management for Japan, Mauritius, Argentina, and the Philippines through ongoing coordination.
• Lead people-management activities across a distributed workforce, including feedback discussions, grievance resolution, and development planning.
• Drive team engagement through initiatives like Fun Friday, promoting accountability and collaboration across locations.
• Recognized with Accenture's ACE Award (Q2 FY26, AI Productivity Catalyst) for contributions to AI-driven productivity and the multilingual Service Desk transformation initiative.

• Manage a team of 28 professionals, ensuring seamless delivery of IT support services across the organization.
  
  Team Leadership
  
  Oversee day-to-day Service Desk operations, ensuring optimal performance and SLA adherence.
  Provide mentorship and support, fostering a collaborative work environment.
  Conduct performance reviews and set development goals to boost productivity.
  
  Incident & Request Management
  
  Lead resolution of incidents, service requests, and IT issues within SLA.
  Monitor and prioritize tickets, ensuring high-impact issues are escalated promptly.
  Maintain incident management processes per defined SOPs.
  
  Process Improvement & Training
  
  Implement best practices to boost efficiency and CSAT.
  Roll out proactive measures like knowledge base updates to reduce ticket volume.
  Design and deliver training; onboard new team members.
  
  Stakeholder & Performance Management
  
  Serve as primary POC between Service Desk and internal stakeholders, IT departments, and vendors.
  Track KPIs; report on performance and resolution times to senior management.
  Identify gaps and implement corrective actions.
  
  Escalation & Customer Service
  
  Handle escalated issues with technical teams on high-priority problems.
  Maintain high customer service standards, resolving complaints with professionalism.
  
  Collaboration & Compliance
  
  Collaborate with IT infrastructure and cross-department teams on integrated service delivery.
  Ensure compliance with IT governance standards through regular audits.

Team Leadership & Management

Proven experience training and managing a team of 30 people.
Provided constructive feedback on performance, addressing poor performance in a timely manner.
Onboarded and trained incoming junior tech support specialists, providing ongoing floor support.
Acted as Subject Matter Expert and first point of contact for the team on all issues.

Reporting & Performance Management

Created and managed reports for upper management covering IT Technical Management, including SLAs.
Monitored team metrics to ensure goals were met or exceeded.
Consecutively rated Exceptional and Distinguished performer on scorecard for 2 years.

Service Delivery & SLA Management

Delivered effective phone call management, FCR, CSAT surveys, and SLA adherence.
Worked with Operations Manager to establish and operationalize SLAs for key services.
Maintained 100% CTR compliance within timeframes by coordinating across in-house divisions.

Technical Support & Issue Resolution

Provided telephonic IT support to a US Retail chain and UAE Infra, covering password resets, POS systems, and Laptop/VPN/Controller issues.
Assisted customers with complex issues requiring deeper, personalized support.
Escalated tickets to Level 3 in critical or time-intensive cases.
Familiar with remote support via DameWare and RDP.

Stakeholder Management

Served as point of contact between internal and external stakeholders for all inquiries.

Technical Proficiency

Hands-on with G-Suite, Citrix, Azure, Active Directory, PagerDuty, VMware, Cherwell, Power BI, MFA Authenticator, VPN, ServiceNow, Cisco Jabber, Finesse, and Admin Console.

• Provided customer service and account management support to Pfizer and Suncorp clients (UK and Australian processes).
• Handled incoming client queries and resolved complaints related to PO invoices and payments.
• Ensured timely follow-ups to optimize invoice payment collection.
• Processed invoices by coordinating across multiple teams.
• Analyzed aged items and prepared reports, discussed with clients on biweekly calls.
• Shared customer feedback with management to drive service improvements.
• Managed email correspondence with clients.
• Handled UK market; earlier worked on Ireland, while learning Belgium to expand market knowledge.
• Assisted with Month-End and Year-End Closing activities.

• Understood organizational hiring requirements and sourced candidates accordingly.
• Conducted telephonic interviews, shortlisted candidates, and negotiated offers as per company policy.
• Facilitated recruitment processes for various clients of TOI by identifying and engaging suitable candidates.
• Screened and shortlisted qualified profiles and scheduled interviews.
• Managed walk-in candidates and conducted timely follow-ups.
• Organized and handled recruitment events such as job fairs and competitive hiring drives for TOI.
• Proficient in sourcing through Naukri, TimesJobs, and Monster.
• Supported and handled Ascent Matcher technical recruitment software.
• Delivered client presentations via PowerPoint to explain the software and resolve related queries.

• Handled inbound customer calls for Airtel, ensuring high standards of service to maximize satisfaction.
• Managed resolution process for customer issues related to Mobile Data, Network, SIM card, etc..
• Tracked resolution progress and proactively updated customers when queries couldn't be resolved on first interaction.
• Followed up on and tracked customer inquiries.
• Maintained records of all inquiries and related details in the system.
• Identified and escalated recurring problems, inefficient processes, or outdated procedures.
• Took on additional responsibilities to improve overall helpdesk performance.
• Proactively contributed to the Helpdesk team's goals.