Keerthi Koneti

· Supervise and mentor Service Desk Analysts to maintain high performance and morale.

· Allocate tasks, manage schedules, and ensure adequate coverage across shifts.

· Act as an escalation point for complex or unresolved issues.

· Monitor KPIs like First Call Resolution (FCR), Contact Resolution Time (CRT), and SLA compliance.

· Interviewing of new Candidates – internally.

· Conduct regular quality checks on tickets and customer interactions.

· Provide feedback and coaching to improve service delivery.

· Ensure timely and accurate logging, categorization, and resolution of incidents and service requests.

· Maintain documentation, knowledge bases, and standard operating procedures.

· Collaborate with other IT teams to escalate and resolve issues efficiently.

· Serve as a liaison between the service desk and other departments or vendors.

· Communicate service updates, outages, and resolutions to users and stakeholders.

· Prepare reports and insights for management on service desk performance.

· Identify trends and recurring issues to propose process improvements.

· Good at the adoption of ITIL best practices and automation tools.

· Lead initiatives to enhance user experience and reduce ticket volume.

· Incident Report, Report on tickets based on priority.

· Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

· Technical Expertise: Provide deep knowledge on specific systems, applications, or ITIL processes (e.g., incident, problem, change management).

· Escalation Support: Handle complex or high-impact tickets that go beyond Tier 1 or Tier 2 capabilities.

· Knowledge Management: Create, review, and update knowledge base articles, SOPs, and troubleshooting guides.

· Training & Mentorship: Coach service desk agents on best practices, new tools, and evolving procedures.

· Process Improvement: Identify recurring issues and suggest automation, workflow enhancements, or root cause fixes.

· Quality Assurance: Review ticket handling for accuracy, completeness, and adherence to SLAs and standards.

· Stakeholder Collaboration: Work with developers, infrastructure teams, and business units to align support with operational needs.

· Working on GSD ticketing BMC Remedy tool (8.1), ITSM tool, Smart IT, Service Desk Plus tool, Change % Problem Management.

· Troubleshooting skills on VPN connectivity.

· Handled an average of 100+ customer inquiries daily through Calls, Mails and Chat providing timely and accurate information.

· Worked on active directory, Domain controllers, Password resets with customers through calls, chats, and web.

· Ability to handle multiple calls and perform under high-pressure environments.

· Manage Onboarding and Offboarding activities of employees.

· Vendor management to support the BAU

· Compliance management related to all compliance parameters.

· Working on user raised tickets which are mostly Desktop and Access related issues.

· Time Management skills and ability to handle multiple tasks simultaneously.

· User creation, allocation and maintenance of SLA of overall IT service management tools and systems.

· Resolving of user issues through a call and screensharing.

· Sending out notifications based on the severity of the issue to the clients.

· Worked on user provisioning in CXOne tool, Salesforce, Siebel.

· Monitoring of alerts in Zabbix and HQ and Datadog sites.

· Informing of critical tickets/alerts to support teams.

· Best performer in the team in terms of addressing end user requests.