Anilkumar Katakam
Service Desk Team Lead
Hyderabad
Summary
As a dynamic Service Desk Team Lead, I successfully guided a team of 36 agents to provide outstanding IT support for an Accelerated & Global Service Desk. By implementing efficient processes and maintaining clear communication, we attained remarkable outcomes in both issue resolution and customer satisfaction. My drive, technical and leadership abilities were crucial in promoting operational excellence and nurturing a collaborative atmosphere.
Overview
6
6
years of professional experience
3
3
Languages
Work History
I.T. Analyst
TATA Consultancy Services Limited
02.2025 - Current
Service Desk Team Lead
Wipro Limited
06.2019 - 02.2025
- Played multiple key roles, including SD Team Lead, VIP Support, SME, QA, MIM, and APAC Lead.
- Managed a team of over 30 ITSD analysts to deliver exceptional customer service to more than 2,000 end users, both internal and external.
- Roster management and leave management.
- Enhanced SLA performance by effectively managing the team's KPIs.
- Designed and conducted technical training sessions, leading to improvements in FTR, AHT, ATT, CSAT, MTTR, adherence, and other metrics.
- Built and maintained strong working relationships with stakeholders.
- Provided user support through telephone, chat, and email platforms.
- Logged service tickets into an incident tracking system to expedite problem identification and resolution.
- Addressed customer service concerns, and escalated issues to specialist teams when necessary.
- Resolved common user issues using predefined resolution scripts.
- Participated in weekly team meetings to enhance product knowledge and improve issue resolution strategies.
- Troubleshot operational issues with desktop computers, laptops, and mobile devices to resolve user problems.
- Identified and resolved hardware, network, and connectivity issues hindering user tasks.
- Diagnosed and fixed system functionality problems to facilitate user operations.
- Answered user inquiries regarding product attributes and usage to ensure a satisfactory ownership experience.
- Collaborated with cross-functional IT teams on projects, resulting in enhanced system performance.
- Established clear roles, responsibilities, and measurable goals for team members to ensure accountability.
- Proactively sought process improvement opportunities by staying updated on industry trends, best practices, and emerging technologies.
- Devised efficient prioritization strategies to reduce ticket backlog and improve resolution timelines.
Education
Bachelor of Technology - ECE
Vignan’s Lara Institute of Technology And Sciences
Vadlamudi, Guntur, AP05-2019
Diploma - ECE
M.B.T.S. Govt. Polytechnic
Nallapadu, Guntur, AP05-2016
SSC - General
Z.P.High School
Inumella, Guntur, AP01.2013
Skills
ITIL - ITSM, ITOM, ITAM & ITIM
AWS Certified Cloud Practitioner
ServiceNow and BMC ticketing tools
Genesys and Finesse
Miro, Canva
Customer support
undefinedCertifications
* AWS Certified Cloud Practitioner
* Nexthink Certified IT Supporter by Nexthink
* Nexthink Administrator by Nexthink
* TCA GIS-ITIL 4 Overview
* TCA GIS-ITIL- ITIL Ops - L2
* TCA GIS-Cloud-Cloud AWS Admin - L1
* TCA GIS-ITIL-ITIL Incident Mgmt - L2
* TCA GIS-ITIL-Cross Functional Service Mgmt - L3
Accomplishments
* Award: Employee Excellence Award - 2025
* Award: STAR of the month Award - 2025
* CSAT: New processes were implemented, and training was provided, leading to an increase in CSAT scores.
* Backlog: Developed and executed plan resulting in reduction in ticket backlog within short period.
Interests
Chess, Badminton, Swimming, Carroms, Mini trips/tours along with family
Disclaimer
All details mentioned in this resume are accurate and complete. I take full responsibility for the authenticity of the information provided.
Timeline
I.T. Analyst
TATA Consultancy Services Limited
02.2025 - Current
Service Desk Team Lead
Wipro Limited
06.2019 - 02.2025
Bachelor of Technology - ECE
Vignan’s Lara Institute of Technology And Sciences
Diploma - ECE
M.B.T.S. Govt. Polytechnic
SSC - General
Z.P.High School
Similar Profiles
Vrunda ChindhadeVrunda Chindhade
HR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services LimitedHR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services Limited
Prakash GadhamsettyPrakash Gadhamsetty
Assistant Consultant at Tata consultancy services limitedAssistant Consultant at Tata consultancy services limited
Saqlain MustafaSaqlain Mustafa
Systems Engineer at Tata Consultancy Services LimitedSystems Engineer at Tata Consultancy Services Limited
Satyajit RoulSatyajit Roul
Systems Engineer at Tata Consultancy Services LimitedSystems Engineer at Tata Consultancy Services Limited
Nithin SaraNithin Sara
Sr. Product Engineer at TECHMAHINDRA LTDSr. Product Engineer at TECHMAHINDRA LTD