Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Iqabil Khan

Service Desk Team Lead
Pune

Summary

Team Lead Detail-oriented and efficient, able to encourage staff and form strong relationships, with strengths in candidate training, as well as project and time management. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

10
10
years of professional experience
4
4
years of post-secondary education
5
5
Certifications

Work History

Service Desk Team Lead

Wipro Technologies
02.2024 - Current
  • Championed implementation knowledge base system which provided easy access information technicians reducing time spent researching solutions common issues.
  • Monitored service desk metrics regularly to identify trends, address gaps in service delivery, and ensure continuous improvement efforts were made where necessary.
  • Improved customer satisfaction ratings through consistent and timely resolution of service desk tickets.
  • Continuously sought opportunities for process improvement by staying current with industry trends, best practices, and emerging technologies.
  • Enhanced team performance by providing regular coaching, feedback, and training sessions.
  • Conducted periodic reviews of team member''s performance against set KPIs offering constructive feedback as needed.
  • Effectively managed escalated issues from customers by liaising with relevant departments promptly resolving them proactively.
  • Successfully transitioned the team to a new service desk software platform, minimizing downtime and ensuring smooth operations.
  • Reduced ticket backlog by devising efficient prioritization strategies and effective time management techniques.
  • Oversaw scheduling shifts ensuring adequate coverage during peak hours minimizing wait times for customers seeking assistance.
  • Generated reports to track performance and analyze trends.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

Support Team Lead

Verificient Technologies
6 2019 - 02.2024
  • Setting up KRA's and KPI's quarterly, and drive the team towards the assigned Goals.
  • First point of contact for the escalated issues to the team.
  • Keeping track of escalated issues and get them resolved within the SLA .
  • Updating the assigned task on Jira, Proofhub, Freshdeskm HRone and Salesforce.
  • Make sure the SLA is meet for Email, Chat, Portal and Calls.
  • Ensuring efficient and effective performance from the team
  • Working with the product development and testing team for the ongoing escalations.
  • Analyzing the data on Weekly and Monthly basis and presenting the same to the Management.
  • Maintain the CSAT target for the team and drive the team towards it.
  • Verifying process-related documents and updating them as per the latest changes i.e SOP, FAQ.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
  • Worked within task management system to receive, manage and close support requests.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.

Shift Lead

Verificient Technologies
01.2018 - 05.2019
  • Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
  • Enforced company policies and regulations with employees.
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets.
  • Trained and mentored new employees to maximize team performance.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Escalate problems that cannot be fixed in tier one support and update users on the status of problems.
  • Document and prioritize help desk tickets, emails, and calls and respond in a timely manner as per SLA.
  • Logging in the tickets through various CRM tools, Freshdesk, SalesForce, Proofhub and Jeera.

Sr. Customer Representative.

Emirate National Bank of Dubai (ENBD)
01.2017 - 12.2017
  • Delivered services to customer locations within specific timeframes.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Resolved problems, improved operations and provided exceptional service.
  • Ensuring to log all the complaints and issues raised by the customers.
  • Establishing customer needs and delivering timeline accordingly.
  • Arranging meetings with customers and carrying out product demonstrations.
  • Handling calls and chats to address customer inquiries and concerns.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Excellent communication skills, both verbal and written.
  • Skilled at working independently and collaboratively in a team environment.

System Support Engineer

MasterWits
01.2016 - 11.2016


  • Maintained computer systems, installed and upgraded new systems.
  • Removed malware, ransomware and other threats from laptops and desktop systems
  • Maintain and update the information on the application.
  • Data analysis of user's data
  • Connected to computer of client using remote link to install programs and applications.
  • Documented technical issues and solutions to enable tracking history and maintain accurate logs.
  • Implemented technical solutions to solve customer issues and increase satisfaction.
  • Performed troubleshooting and maintenance of existing network systems.

Process Executive

Infosys
05.2014 - 06.2015
  • Led methodology development to outline basic process parameters for operations.
  • Answered telephone or online requests and completed interactions quickly to meet productivity goals.
  • Prepared accurate documents for customer and business needs.
  • Organized and updated databases, records and other information resources.
  • Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Engineered process modernization efforts to evaluate and replace legacy protocols with more efficient methods.
  • Working has SME on the edge cases and reporting to the senior level.

Education

MBA - IT

NIBM Global
Thiruvananthapuram Kerala
05.2017 - 03.2019

Bachelor of Computer Applications - Computer Application

Jain College
Belgaum
02.2011 - 05.2013

Skills

  • SLA Management

  • Quality control

  • KPI

  • Resource Allocation

  • Employee Evaluation

  • Technical Support

  • Complaint resolution

  • CRM

  • CSAT

Certification

Salesforce Certified Admin

Timeline

Service Desk Team Lead

Wipro Technologies
02.2024 - Current

Shift Lead

Verificient Technologies
01.2018 - 05.2019

MBA - IT

NIBM Global
05.2017 - 03.2019

Sr. Customer Representative.

Emirate National Bank of Dubai (ENBD)
01.2017 - 12.2017

System Support Engineer

MasterWits
01.2016 - 11.2016

Process Executive

Infosys
05.2014 - 06.2015

Bachelor of Computer Applications - Computer Application

Jain College
02.2011 - 05.2013

Support Team Lead

Verificient Technologies
6 2019 - 02.2024

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Iqabil KhanService Desk Team Lead