Jaideep Bedi
Service Desk Manager
Greater Noida West,UP
Summary
Diligent Service Desk Manager with proven track record in managing Service Desk operations. Successfully coordinated team efforts to enhance service efficiency and resolve complex technical issues. Demonstrated expertise in team leadership and problem-solving.
Overview
10
10
years of professional experience
Work History
Service Desk Manager
NTT Data Services
09.2017 - Current
- Managing team of 17 resources successfully.
- SLA Management- Ensuring goals as per the SLA requirements. Keeping governance over the SLA performance and trends.
- Automation – With successful implementation of Virtual Agent(ServiceNow) and Nexthink, we have been able to reduce incoming volumes significantly and increased customer satisfaction.
- Knowledge Management- Updating information as per the new process or updates & represent Service Desk on various go live and process change meetings.
- Process Improvement- Regular checks on tickets for misroutes/mishandling or quality issues and identify gaps for improvement. Further contribute to Continual Service Improvement by identifying repetitive tasks where automation can be introduced.
- Bottom Quartile Management- Monthly/Weekly report of BQ identification & providing feedbacks & improvement sessions.
- Audits & 1x1s- Quality audits for each associate & provide feedback. Identification of problem areas in 1x1 sessions.
- Represent Account Service Desk on client calls and customer/escalation handling.
- Current Role: Service Desk Manager
Service Desk Engineer
HCL Technologies Ltd.
08.2016 - 09.2017
- Software Installation, Troubleshooting as per level 1.5 scope.
- Assign tickets based on technical expertise, groups and information from Active Directory for accurate, timely resolutions by defining response and resolution SLAs with defined escalation paths and prevent recurrence of incidents.
- Ensure timely delivery of reports to all seniors at regular intervals informing about all tickets breached and about to breach the SLA.
- Responsible for doing some part of data analysis like Hop Count Analysis for tickets breaching the SLA for Hop Count.
- Responsibilities:
Education
B.Tech - Computer Science
Graphic Era University
Dehradun01-2015
Intermediate - CBSE
Nirmal Deep School
Rishikesh01-2011
High School - CBSE
Nirmal Deep School
Rishikesh01-2009
Skills
Rapid skill acquisition
Communication skills
Service level management
Escalation management
Analytical problem-solving
Team leadership
Process optimization
Employee relations
Accomplishments
- Analyzed, introduced, and implemented new improvements in my assigned project. This has been very received very well by the customer and leadership team.
- 87% reduction in chat volumes with successful implementation of Virtual Agent. Received appreciations from senior leaders for playing pivotal role in identifying the use cases as customizing them to make user friendly.
- Able to maintain the highest number of agent level customer appreciations by mobilizing Noida team(reporting into me), compared to other locations.
- Consistently good performance in terms of FCR, CSAT and Quality for the team.
- Received appreciations for good performance and providing support at critical spots by the client and the internal management, in outage-like scenarios.
- Received multiple performance bonuses.
- Received Star awards for top performance in Q2, Q3-FY19 consecutively and Q1-FY20, Q3-FY21, Q2-FY22, Q2-FY23, Q2-FY24, Q4-FY24 and Q1-FY25.
PERSONAL PROFILE:
Date of Birth : 23rd March 1994 I do certify that the information given above is true to the best of my knowledge and belief. (Jaideep Bedi)
Tools:
- Ticketing : Service Now.
- Monitoring/Managing and Operations : vSphere, Avaya CMS Supervisor, IBM MaaS360, CyberArk, MFA, RSA, Cisco Wireless LAN Controller (Guest Wifi Access), Citrix Director and Active Directory.
- File Transfer and Remote access : SCCM, RDP, CyberArk, LogMeIn and Bomgar.
Timeline
Service Desk Manager
NTT Data Services
09.2017 - Current
Service Desk Engineer
HCL Technologies Ltd.
08.2016 - 09.2017
Intermediate - CBSE
Nirmal Deep School
High School - CBSE
Nirmal Deep School
B.Tech - Computer Science
Graphic Era University