Akash Saxena

Dynamic IT Professional with Expertise in Service Desk Management, Incident Management, and Customer Handling | Proven Experience in Managing Service Desk Teams, Evaluating Performance, and Handling Escalations | Proficient in Vendor Management and Ensuring Compliance with SLA's and KPI's | Skilled in Participating in Lead-level Hiring for Service Desk Resources | Adept at Running Meetings and Facilitating Communication Across Service Desk Teams | Experienced in Creating Reports from Various Service Desk Tools | Knowledgeable in Knowledge Management for Service Desk Operations | Proactive in Ensuring Smooth Transitions for New Tools and Processes.

• Supervised team of 30 staff members.
• Recognized as outstanding performer in Service Desk and training colleagues by HCL Technologies.
• Successful transition of a new service desk project from initial phase.
• Successful transition of a new queue in same project.
• Driving activities like Fun-Friday, power play for employee motivation to achieve higher work satisfaction.

Desktop Support Professional