Hi, I’m
Indranil Chowdhury
Service Desk Manager
Noida,UP
Summary
Dynamic Service Desk Manager with a proven track record at HCL Technologies, excelling in incident management and team leadership. Enhanced customer satisfaction through effective service delivery optimization and relationship building, achieving a significant reduction in ticket backlog. Skilled in ITIL framework and committed to continuous improvement, fostering a high-performing team culture.
Overview
17
years of professional experience
4
Certificates
Work History
HCL Technologies
Service Desk Manager
03.2022 - Current
Job overview
- Developed IT policies and procedures that helped standardize processes across the organization for better consistency in service delivery.
- Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
- Reduced ticket backlog by prioritizing high-impact issues and consistently meeting response time targets.
- Managed vendor relationships to ensure timely delivery of hardware, software, and support services at competitive prices.
- Optimized resource allocation by regularly reviewing team workload and adjusting schedules as needed.
- Enhanced customer satisfaction with timely issue resolution and effective communication skills.
- Contributed to budget planning by accurately forecasting staffing needs based on historical trends and anticipated business growth.
- Increased first call resolution rate through comprehensive staff training and development programs.
- Established clear performance metrics for continuous improvement in both individual and team performance levels.
- Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
- Streamlined communications between Service Desk teams to reduce duplication of effort in addressing similar incidents or requests.
- Resolved customer complaints in professional and timely manner.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Analyzed service reports to identify areas of improvement.
- Negotiated with vendors to secure best prices for parts and supplies.
Capgemini
Service Desk Team Lead
04.2019 - 02.2022
Job overview
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Established clear expectations for team members through well-defined roles, responsibilities, and measurable goals.
- Conducted regular performance evaluations for team members, identifying areas for improvement and growth opportunities.
- Enhanced team performance by providing regular coaching, feedback, and training sessions.
- Increased Service Desk efficiency by implementing streamlined processes and procedures.
- Oversaw scheduling shifts ensuring adequate coverage during peak hours minimizing wait times for customers seeking assistance.
- Created comprehensive documentation on troubleshooting procedures to improve first-contact resolutions rates while maintaining accuracy levels consistently high.
- Developed strong relationships with internal stakeholders to provide seamless support across all departments.
- Collaborated with other IT teams on cross-functional projects, resulting in improved overall system performance.
- Implemented an effective onboarding program for new team members, reducing ramp-up time and increasing productivity levels swiftly.
- Reduced ticket backlog by devising efficient prioritization strategies and effective time management techniques.
- Improved customer satisfaction ratings through consistent and timely resolution of service desk tickets.
- Successfully transitioned the team to a new service desk software platform, minimizing downtime and ensuring smooth operations.
- Promoted a positive work environment by fostering open communication and encouraging teamwork among staff members.
- Effectively managed escalated issues from customers by liaising with relevant departments promptly resolving them proactively.
Cognizant
Major Incident Manager
05.2017 - 12.2018
Job overview
- Served as a trusted advisor to clients during major incidents, providing guidance on mitigation strategies while maintaining open lines of communication throughout the process.
- Optimized resource allocation during major incidents by analyzing historical data and forecasting future trends.
- Championed a culture of accountability within the team, fostering ownership of issues and commitment to resolution efforts.
- Enhanced team performance by providing regular training, coaching, and feedback to staff members.
- Played a critical role in disaster recovery planning efforts, ensuring that systems were resilient enough to withstand potential challenges from unforeseen circumstances or emergencies related to infrastructure failures or natural disasters.
- Increased visibility of major incidents through the creation of comprehensive dashboards and reports for senior leadership review.
- Boosted customer satisfaction levels by ensuring timely and effective responses to major incidents.
- Collaborated with cross-functional teams for faster incident resolution and improved service quality.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Liaised with other departments to minimize network interruptions and possible downtimes.
HSBC
Major Incident Manager
03.2013 - 05.2017
Job overview
- Provided immediate emergency response and incident management.
- Led root cause analysis investigations for significant events, identifying corrective actions to prevent recurrence.
- Actively participated in post-incident reviews, sharing lessons learned and driving continuous improvements in response protocols.
- Managed escalations effectively by collaborating with both internal teams and external vendors as needed.
- Conducted post-resolution reviews with team members.
- Contributed to the overall success of the organization by consistently meeting or exceeding key performance indicators related to major incident management.
- Streamlined incident management procedures with the development of clear guidelines and standardized workflows.
- Tracked metrics involving critical incidents to model trends, produce reports, and make effective recommendations for improvements.
- Implemented continuous improvement initiatives, resulting in more efficient major incident management practices.
- Developed strong relationships with key stakeholders to facilitate smooth coordination during crisis situations.
- Established a robust incident reporting system to track progress and identify areas for improvement.
- Spearheaded the adoption of ITIL best practices within the organization, contributing to standardization across departments.
- Successfully managed high-pressure situations involving multiple parties, demonstrating excellent conflict resolution and negotiation skills.
HSBC
Service Desk Analyst
01.2012 - 03.2013
Job overview
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
Sutherland Global Services
Service Desk Associate
03.2011 - 01.2012
Job overview
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
Wipro
Complaints Manager
08.2009 - 03.2010
Job overview
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Ensured compliance with regulatory requirements by maintaining accurate documentation of all complaint investigations and resolutions.
- Increased customer retention rates by consistently providing prompt, courteous, and effective solutions to their concerns.
- Served as a liaison between customers and internal departments such as sales or product development teams when necessary to resolve specific issues.
Wipro
Service Desk Analyst
09.2008 - 08.2009
Job overview
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
Education
CIPETBhubaneswar
Post Diploma from Plastic Engineering
08.2004
WBSCTE, SMITKolkata
Diploma from Electrical, Electronics And Communications Engineering
07.2003
GSMS Boys Taki HouseKolkata
Intermediate Certificate from General Studies
04.1998
Skills
Service level management
Incident management
Escalation management
ITIL framework
Team leadership
Service delivery optimization
Reliable and responsible
Leadership development
Multitasking and organization
Employee supervision
Analytical thinking
Relationship building
Work Planning and Prioritization
Budget control
Continuous improvement
Certification
ITIL V4 Foundation
Timeline
Nexthink
07-2025
PMP
09-2024
ITIL V4 Foundation
08-2023
Service Desk Manager
HCL Technologies
03.2022 - Current
Service Desk Team Lead
Capgemini
04.2019 - 02.2022
Major Incident Manager
Cognizant
05.2017 - 12.2018
Major Incident Manager
HSBC
03.2013 - 05.2017
Service Desk Analyst
HSBC
01.2012 - 03.2013
Service Desk Associate
Sutherland Global Services
03.2011 - 01.2012
Complaints Manager
Wipro
08.2009 - 03.2010
Service Desk Analyst
Wipro
09.2008 - 08.2009
CIPET
Post Diploma from Plastic Engineering
WBSCTE, SMIT
Diploma from Electrical, Electronics And Communications Engineering
GSMS Boys Taki House
Intermediate Certificate from General Studies