Debjit Saha
Kolkata
Summary
Dynamic Tech Support Practitioner with over 7 years of experience in Service Desk Management and IT service delivery. Expertise in serving as a critical interface between clients and technical teams, ensuring seamless issue resolution, adherence to SLA standards, and exceptional client satisfaction. Proficient in managing incident tickets, delivering effective IT support, leading teams, conducting training sessions, and overseeing performance metrics to drive continuous improvement. Committed to leveraging technical acumen and leadership skills to enhance service quality and foster positive client relationships.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Onsite Field Support Engineer | Escalation Manager
Tata Consultancy Services
08.2022 - Current
- Improved customer satisfaction ratings by consistently delivering timely and efficient on-site technical assistance.
- Increased equipment uptime by providing swift and effective troubleshooting and maintenance support in the field.
- Elevated overall client experience through clear communication, ensuring understanding of complex technical concepts at every stage of the process.
- Managed and coordinated IT service desk team activities to ensure timely and effective incident resolution.
- Developed detailed documentation for IT processes and procedures, improving overall departmental organization and communication.
- Enhanced customer satisfaction by providing timely and efficient technical support for various IT-related problems.
- Conducted training sessions to enhance team technical knowledge and customer service skills.
- Assisted in the planning and execution of major technology projects, resulting in improved efficiency and productivity.
Service Desk Lead | EUC Support L2
Tata Consultancy Services
05.2020 - 08.2022
- Managed and coordinated IT service desk team activities to ensure timely and effective incident resolution.
- Developed detailed documentation for IT processes and procedures, improving overall departmental organization and communication.
- Coordinated cross-departmental initiatives to enhance overall IT service delivery.
- Conducted training sessions to enhance team technical knowledge and customer service skills.
- Mentored junior staff, fostering a culture of continuous learning and development.
- Collaborated with IT teams to address complex issues and escalate appropriately.
IT Service Desk Analyst
Tata Consultancy Services
04.2018 - 05.2020
- Increased first-call resolution rates by creating a comprehensive FAQ database for common user queries.
- Enhanced customer satisfaction with prompt and accurate troubleshooting for hardware, software, and network problems.
- Assisted in hardware procurement decisions based on thorough research and analysis of cost/benefit factors.
- Supported business continuity efforts by assisting in disaster recovery planning and testing exercises.
Business Process Lead
Tata Consultancy Services
09.2016 - 03.2018
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Collaborated with stakeholders to define project scope, goals, and deliverables, ensuring alignment with business objectives.
Process Associate
Tata Consultancy Services
02.2013 - 08.2016
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Collaborated with team members for enhanced process efficiency and productivity.
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
Branch Sales Manager
HDFC Life Insurance
08.2011 - 02.2012
- Managed branch sales, customer service, finances and recordkeeping.
Trainee Manager
ACS Money
06.2010 - 04.2011
- Managing the marketing and sales operations by achieving sales targets.
- Customer acquisition through sales of different financial products.
Education
MBA - Operations Management
ICFAI University
05.2018
BBA - Honors
Techno India Institute of Technology
04.2010
Skills
- End-user device support for Windows 10 and 11
- Service-desk Management
- Crisis management proficiency
- Microsoft Intune device management
- Technical support for incidents and service requests
- Peripheral device support
- IT systems administration
- Comprehensive technical training
- Microsoft 365 troubleshooting expertise
- Azure Active Directory (AAD) – User Identity, Conditional Access
- Troubleshooting Enterprise Applications (M365, Adobe, etc)
- Hardware installation & configuration
- Asset management
Accomplishments
- Managed state-wide IT infrastructure for one of Australia's largest conglomerates, ensuring seamless operations and high availability across all supported sites for approximately 2000+ users.
- Oversaw IT operations for 10 Australian distribution centers simultaneously, delivering consistent support and minimizing downtime in a complex, high-demand environment.
- Led multiple successful migration project, achieving all milestones on schedule and with zero business disruption.
- Achieved and maintained a 100% SLA compliance rate for both myself and my team throughout my tenure, demonstrating a strong commitment to service excellence and reliability.
Certification
- ITIL Foundation certification
- Microsoft Azure Fundamentals (AZ-900)
- Career Essentials in System Administration by Microsoft
- Agile Way of Working Foundation
LANGUAGES
English
Hindi
Bengali
Timeline
Onsite Field Support Engineer | Escalation Manager
Tata Consultancy Services
08.2022 - Current
Service Desk Lead | EUC Support L2
Tata Consultancy Services
05.2020 - 08.2022
IT Service Desk Analyst
Tata Consultancy Services
04.2018 - 05.2020
Business Process Lead
Tata Consultancy Services
09.2016 - 03.2018
Process Associate
Tata Consultancy Services
02.2013 - 08.2016
Branch Sales Manager
HDFC Life Insurance
08.2011 - 02.2012
Trainee Manager
ACS Money
06.2010 - 04.2011
BBA - Honors
Techno India Institute of Technology
MBA - Operations Management
ICFAI University
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