ANJALI RANA
IT Service Desk Lead
Ghaziabad,UP
Summary
ITIL 4 Foundation Certified A keen learner Over 5+ years of experience managing IT service desk Lead for global operations, ensuring seamless technical support and efficient resource utilization. Possess skills in Environment readiness, maintenance and resolution of environment Risks and Issues. Possess good people management skill, capable of working within teams while ensuring optimal utilization of available resources. Ability to drive resolution, meet project deadlines and goals and multitask and proven track record of achieving required expense and targets. An individual with strong interpersonal skills to deliver quality results & prove an asset to organization.
Overview
11
11
years of professional experience
Work History
Senior Specialist –IT Service Desk Lead
HCL Technologies Ltd.
01.2023 - 08.2025
- Lead the day-to-day operations of the IT service desk, ensuring efficient handling of incidents, requests, and escalations.
- Monitor and prioritize service desk tickets, ensuring timely resolution and adherence to service level agreements (SLAs).
- Offer expert-level support to service desk technicians, providing guidance on complex technical issues and ensuring consistent problem resolution.
- Maintain a customer-centric approach, ensuring high levels of user satisfaction through prompt, courteous, and effective support.
- Track key performance indicators (KPIs) related to ticket resolution, response times and overall service desk efficiency, driving continuous improvement.
- Organize and deliver training sessions for service desk staff, focusing on both technical skills and customer service excellence.
- Work closely with network, infrastructure, and application teams to resolve escalated issues and improve service delivery.
- Provide regular reports to senior management on service desk performance, highlighting areas for improvement and recommending process optimizations.
- Sotheby's a fine arts company (London, United Kingdom)
Specialist –IT Service Desk
HCL Technologies Ltd.
01.2022 - 01.2023
- Served as Subject Matter Expert (SME): Acted as the go-to expert for complex IT issues, providing advanced support and guidance to junior technicians and team members
- Led Troubleshooting for High-Impact Incidents: Managed critical incidents, leveraging in-depth knowledge to resolve complex technical issues for US-based users in a timely manner
- Provided Expert-Level Support: Delivered specialized support for hardware, software, and network-related issues, handling escalations and ensuring swift resolution
- Mentored and Trained Staff: Trained and mentored service desk technicians, sharing expertise on advanced troubleshooting techniques, tools, and IT best practices
- Created and maintained comprehensive knowledge base articles and documentation, helping the team to streamline issue resolution and improve service consistency
- Worked closely with IT management to enhance service desk workflows and processes, implementing ITIL best practices to improve efficiency
- Delivered Performance Insights: Analyzed service desk performance metrics, providing insights to senior management to optimize support strategies and enhance customer satisfaction
- Ensured SLA Adherence: Monitored service levels and ensured team adherence to SLAs, using deep technical knowledge to meet and exceed performance targets
- New York University (New York, United States of America)
Senior Executive – IT Service Desk
Sinch India
09.2020 - 12.2021
- Managed IT Service Desk Operations: Led day-to-day operations of the IT service desk, ensuring timely resolution of incidents and adherence to SLAs
- Delivered first-line support to users for hardware, software, and network issues, coordinating with higher-level teams for complex escalations
- Oversaw the logging, tracking, and closure of IT service tickets, maintaining high levels of customer satisfaction
- Monitored software usage to ensure compliance with licensing agreements, avoiding overuse and unauthorized installations
- Created detailed reports on service desk performance, asset utilization, and incident resolution, providing insights to upper management
- Coordinated with external vendors for asset procurement, repairs, and replacements, ensuring cost-effective and timely solutions
- Guided and trained junior staff on service desk protocols, asset management systems, and customer service best practices
- Formerly known as Acl Mobile Limited
IT Service Delivery Executive
Progressive InfoTech Pvt Ltd
Noida
11.2019 - 08.2020
- Ensure the effective and efficient delivery of IT services to meet client expectations and agreed SLAs (Service Level Agreements)
- Oversee day-to-day operations of IT service teams, ensuring smooth service delivery
- Acted as the main point of contact for clients, addressing IT-related concerns and ensuring customer satisfaction
- Conducted regular service reviews with clients to understand their needs and improve service quality
- Managed escalations related to incidents and problems, ensuring timely resolution and minimal business disruption
- Coordinated root cause analysis and implement solutions to prevent recurring issues
- Monitor, track, and report on service performance against agreed SLAs and KPIs
- Implement strategies to continuously improve service levels and ensure operational efficiency
- Led and managed IT support teams (help desk, infrastructure, etc.), ensuring alignment with service delivery objectives
- Coordinated between technical teams, project managers, and stakeholders to ensure clear communication and collaboration
- Prepared detailed reports on service performance, incidents, changes, and overall service health
- Maintain accurate documentation of service delivery processes, client interactions, and problem resolutions
- Working Site: NEC Technologies India Pvt Ltd, Noida Sec-142
IT Service Desk Coordinator
Microchip InfoTech Systems Pvt Ltd
Noida
11.2016 - 11.2019
- Serve as the primary point of contact for IT-related issues, logging incidents, and ensuring timely resolution
- Prioritize and assign tickets to relevant teams, ensuring adherence to SLAs (Service Level Agreements)
- Coordinate with technicians and other IT staff for troubleshooting and technical assistance
- Maintain clear communication between users and IT teams regarding incident status and resolutions
- Escalate unresolved issues to higher-level support when necessary
- Track and monitor ticket status through IT service management tools
- Generate and analyze service desk performance reports to identify areas for improvement
- Maintain a knowledge base of common issues and solutions to improve efficiency and reduce ticket resolution time
- Develop user guides and documentation for frequent IT queries
- Maintain accurate records of all IT assets, including hardware, software, and licenses
- Manage stock levels for hardware components, ensuring timely procurement and replacement
- Ensure compliance with software licensing agreements and renewals
- Handle the secure disposal or recycling of retired or obsolete equipment, ensuring data protection
- Create and maintain detailed records of asset locations, conditions, and maintenance schedules
- Provide regular reports on asset utilization, depreciation, and any upcoming renewal or replacement needs
- Working Site: Subros Limited, Noida Phase 2
Backend Office Executive
K.L. Steels Pvt. Ltd.
02.2015 - 06.2016
- Data Management & Documentation: Maintained databases, organize records, and handle confidential documentation
- Administrative Support: Assisted in scheduling, communication management, and coordination of internal processes
- Report Preparation & Analysis: Generated reports, analyze data, and provide insights to support decision-making
- Vendor & System Management: Coordinated with vendors, managed office supplies, and ensured smooth functioning of backend systems
Education
Graduation - undefined
CCS University
01.2019
Polytechnic Diploma - Information Technology & Engineering
BTEUP
01.2013
Senior Secondary Education - undefined
CBSE Board
01.2010
Secondary Education - undefined
CBSE Board
01.2008
Skills
- Dedication
- Honest
- Eager to learn
- Strong Work Ethics
- Innovative
- Disciplined
Accomplishments
- Exceptional Technical Performance Certificate, HCL Technologies, 2024
- DWP Award for Outstanding Contribution, HCL Technologies, 2022
- Best Performance Certificate, HCL Technologies, 2022
- Star of the Month Award, Microchip InfoTech System Pvt. Ltd., 2017
- Outstanding Performance Award, K.L. Steels Pvt. Ltd., 2015
Languages
English
Hindi
Personal Information
- Father's Name: Mr. Om Prakash Rana
- Date of Birth: 09/24/93
- Gender: Female
- Nationality: Indian
Area Of Exposure
- Windows XP
- Windows 7
- Windows 8
- Windows 10
- Android
- MS Office
- MS Word
- MS Excel
- Office 365
- Skype for Business
- Zoom
- Genysis
- Cisco Jabber
- Avaya CMS
- Cisco Anyconnect
- MS Teams
- Ivanti
Disclaimer
I solemnly declare that all the information furnished in this document is free of errors to the best of my knowledge.
Timeline
Senior Specialist –IT Service Desk Lead
HCL Technologies Ltd.
01.2023 - 08.2025
Specialist –IT Service Desk
HCL Technologies Ltd.
01.2022 - 01.2023
Senior Executive – IT Service Desk
Sinch India
09.2020 - 12.2021
IT Service Delivery Executive
Progressive InfoTech Pvt Ltd
11.2019 - 08.2020
IT Service Desk Coordinator
Microchip InfoTech Systems Pvt Ltd
11.2016 - 11.2019
Backend Office Executive
K.L. Steels Pvt. Ltd.
02.2015 - 06.2016
Graduation - undefined
CCS University
Polytechnic Diploma - Information Technology & Engineering
BTEUP
Senior Secondary Education - undefined
CBSE Board
Secondary Education - undefined
CBSE Board