KAUSHIK DEY
Greater Noida
Summary
Proactive Service Desk Lead skilled in team leadership and communication. Experienced in training staff, monitoring performance, and coordinating between users and IT departments to improve service delivery and customer satisfaction. Dynamic professional with a focus on process improvement and problem-solving in service desk operations. Committed to enhancing service delivery and ensuring team adherence to performance standards for optimal user support.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Desk Lead
Tata Consultancy Service
Noida
07.2024 - Current
- Led service desk team to resolve technical support issues efficiently.
- Trained new staff on service desk procedures and tools.
- Coordinated communication between users and IT departments effectively.
- Implemented process improvements to enhance service delivery efficiency.
- Monitored team performance to ensure adherence to service standards.
- Developed training materials for ongoing staff development programs.
- Developed and maintained service desk procedures, processes, and policies.
Helpdesk Analyst
NTT Data
Noida
10.2022 - 06.2024
- Handling Team of as an SME for Service Desk and Remote Resolution Team.
- Working on Daily Ageing Report, Net Promoter Score and sharing the analysis.
- Preparing Monthly Deck that is being shared to Client on monthly basis.
- Helping the team in MDM L2 related issues, Configuration of AP Devices, Microsoft Coud PC related issues.
- Fetch and Analysis the Top Call Drivers on Monthly basis and sharing the set resolution for the issues so that AHT can be maintained.
- Working on the Continuous Service Improvement.
Senior Analyst
HCL Tech
04.2021 - 10.2022
- Worked on issue Active Directory, CyberArk AD, Microsoft Azure AD, Saviynt Tool, OIM (Oracle Identity Manager), Active Roles, VIP Manager O365 Suite, Shared Access Identifier, Account Diagnostic Tool etc.
- Working closely with IT Business Operations and management for improvising Customer services.
- Worked on Escalated issues related to Office Error, Sign in Error etc.
Remote Desktop Engineer
Renovision Automation Pvt. Ltd.
06.2019 - 04.2021
- Worked for EXL Service LTD. as an IT Support Team.
- Worked on the First Level Troubleshooting for the End User, which included the resolution for the Software like Skype, Outlook, MS Teams etc.
Trainee
Bharat Electronics Ltd.
05.2017 - 06.2017
- Collaborated with teams to develop project plans and timelines.
- Assisted in coordinating project meetings and gathering notes.
- Managed documentation and ensured proper file organization.
- Assisted in monitoring project progress and reporting updates.
- Created and maintained project documentation, including status reports and presentations.
Education
Bachelor of Arts -
Chatrapati Sahu Ji Maharaj University
Kanpur01.2017
Intermediate - Science
Oxford Model Sr. Sec School
Kanpur01.2014
High School -
Air Force School Chakeri
Kanpur01.2012
Skills
- Service desk operations
- Performance monitoring
- Service delivery coordination
- Team leadership
- Effective communication
- Problem solving
- Documentation management
- Corporate governance
Certification
- ITIL V4 Foundation: Introduction, 60906909
- ITIL V4 Foundation: Key concept of SM, 60914113
- Project management practical exercises, 98214345
- Windows Server 2016 identity: AD groups and org Unit 80943989
Personal Information
- Date of Birth: 09/07/96
- Nationality: Indian
- Marital Status: Married
Tools Knowledge
- O365
- Active Directory
- ServiceNow
- Intune
- AWS
Languages
Bengali
First Language
Hindi
Upper Intermediate (B2)
B2
English
Advanced (C1)
C1
Timeline
Service Desk Lead
Tata Consultancy Service
07.2024 - Current
Helpdesk Analyst
NTT Data
10.2022 - 06.2024
Senior Analyst
HCL Tech
04.2021 - 10.2022
Remote Desktop Engineer
Renovision Automation Pvt. Ltd.
06.2019 - 04.2021
Trainee
Bharat Electronics Ltd.
05.2017 - 06.2017
Bachelor of Arts -
Chatrapati Sahu Ji Maharaj University
Intermediate - Science
Oxford Model Sr. Sec School
High School -
Air Force School Chakeri
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