HARSH MEHER DIXIT
Pune
Summary
Dynamic manager with a proven track record at Wipro, excelling in leadership and team management. Expert in service desk optimization and performance analysis, driving significant improvements in customer satisfaction. Passionate about fostering collaboration and implementing process enhancements to elevate service delivery. Skilled in ITIL practices and team motivation.
Overview
13
13
years of professional experience
Work History
Manager
Wipro
Pune
06.2023 - Current
- Leadership & Team Management
- Supervise service desk staff, including analysts and technicians.
- Recruit, train, and mentor team members to maintain high performance.
- Foster motivation and reduce burnout through workload balancing.
- Service Delivery Oversight
- Ensure timely resolution of incidents and service requests.
- Monitor service desk performance against SLAs (Service Level Agreements).
- Implement ITIL best practices for incident, problem, and change management.
- Customer Experience Management
- Act as the primary escalation point for complex or unresolved issues.
- Maintain high levels of customer satisfaction by ensuring clear communication.
- Gather feedback from end-users to improve service quality.
- Process & Performance Improvement
- Analyze service desk metrics to identify trends and areas for improvement.
- Introduce automation tools and knowledge bases to streamline support.
- Continuously refine workflows to enhance efficiency.
Specialist
HCL Pvt Ltd
Noida
08.2018 - 05.2023
- Managed the Transitioning of IT Operation, Identity Access Management, and Remote Desktop Support.
- Successfully completed the reverse knowledge transfer at Client Site.
- Performed successful migration of existing business followed by KT exercise. Managing the overall process for the Transition phase and Go Live operations for Service Desk.
- Generating, maintaining, and presenting comprehensive reports to customers detailing data and observations (Weekly, Fortnightly, Monthly)
- Expertise on Tools like Salesforce Remedy, Service Now, Power BI, Bomgar, Team Viewer, Active Directory, etc.
- Closely monitoring SLA’s, trend on incoming volume along with team’s quality, AHT, CSAT etc.
- Managing the Team of L1 along with L2 and Global Access Management.
Associate Consultant
Capgemini Pvt Ltd
Noida
09.2016 - 08.2018
- Lead and Motivate the Service Desk team to ensure a high level of service is delivered.
- Document, Review, Implement the process to improve and maintain the Service Desk function.
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
- Responsible for providing solutions for all escalated issues if required, Dedicatedly for SharePoint.
- Generating and presenting service reports to the management such as SLA, C-SAT data, Attendance record, Floor AHT, Quality Data etc.
- Defining the escalation Process and ensuring it is being implemented with the help of process Team.
- Additionally helping L2’s with Exchange Admin, MS Azure and SharePoint Online Site Creation.
Client Technical Support Associate
Dell International Services India Pvt Ltd
Gurgaon
10.2014 - 09.2016
- Responsible for providing telephone support for customers on operation or maintenance of Dell products.
- Assist phone customers by diagnosing problems, and providing resolutions for technical and service issues.
- Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures.
- Documents problems in the support solution database for diagnostics and solution implementation.
- Ensure proper escalation procedures are followed.
- Responsible for customer satisfaction through effective handling of customer problems.
- Work requires strong analytical ability to resolve complex technical issues in addition to effective phone communication skills.
- Http://www.dell.com/
Lead Technical Support Associate
CRM Services India Pvt. Ltd
07.2013 - 10.2014
- Responsible for solving issues related to SanDisk products and application on Windows & Mac OS.
- How to use, data transfer, Synchronization of products with applications.
- Providing knowledge about the technical working and abilities of the applications.
- A Subsidiary of Teleperformance, USA
Education
B. Tech - COMPUTER SCIENCE ENGINEERING
Intermediate (XII) -
Council For Indian School Certificate Examinations
Matriculation (X) -
Council For Indian School Certificate Examinations
Skills
- Leadership and team management
- Performance analysis
- Service desk optimization
- Process improvement
- Team collaboration
- Operations management
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Timeline
Manager
Wipro
06.2023 - Current
Specialist
HCL Pvt Ltd
08.2018 - 05.2023
Associate Consultant
Capgemini Pvt Ltd
09.2016 - 08.2018
Client Technical Support Associate
Dell International Services India Pvt Ltd
10.2014 - 09.2016
Lead Technical Support Associate
CRM Services India Pvt. Ltd
07.2013 - 10.2014
B. Tech - COMPUTER SCIENCE ENGINEERING
Intermediate (XII) -
Council For Indian School Certificate Examinations
Matriculation (X) -
Council For Indian School Certificate Examinations