MEGHASREE DILLIKER
Hyderabad
Summary
Dynamic and results-driven Service Desk Team Lead with overall [4-5years] of overall experience & ensuring optimal service delivery. Proven track record of effectively managing IT incidents, implementing process improvements, and fostering a customer-centric environment. Seeking to leverage leadership abilities and technical proficiency to drive excellence in a challenging Service Desk Team Lead role.
I’m seeking a career opportunity to work with wide experienced and qualified professionals where my theoretical language and skills would be employed to their potential to the development of organization with deep sense of commitment in the profession. Service Desk Agent with [3-4] years of inside and field experience analyzing and solving challenging IT issues. A troubleshooter with persistence and customer service orientation to leave no service problem unsolved. Ambitious go-to person thriving under pressure and empathize with and support stressed-out clients.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Desk Team Lead
Wipro Pvt Ltd
Hyderabad
06.2022 - Current
- Being a Service Desk Team Lead I’m managing the team of 20 members under me by keeping these terms with me & My Team
- Monitoring and reported on SLA performance, ensuring that customer expectations were met.
- Managing day-to-day operations of the Service Desk team, including scheduling shifts and assigning tasks.
- Providing technical assistance for escalated issues and troubleshooting complex problems.
- Reviewing open incidents to assess accuracy of information provided by customers.
- Coordinating with external Teams/Vendors to resolve hardware and software issues within established timelines.
- Creating reports summarizing daily activities of the Service Desk team through ITSM.
- Assisted with onboarding of new customers, managing integration into existing systems.
- Maintaining knowledge base documentation for commonly encountered issues, providing guidance for future resolution efforts.
- Providing feedback on individual performance within the Service Desk team, helping them improve their skillset.
- Analyzing and resolving IT problems to achieve complete resolution for customers with minimal productivity loss.
- Maintaining positive working relationship with fellow staff and management.
- Maintaining audit trail and statistical records of problems and conditions reported by client.
Technical Associate
Tech Mahindra Pvt. Ltd
Hyderabad
04.2021 - 04.2022
- Under the general direction of designated supervisor, we used to provide simple and complex technical assistance to the customers as mentioned below.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Resolved technical problems through troubleshooting techniques in service now & other tools.
- Managed the installation of new hardware components in accordance with company policies.
- Investigated customer inquiries regarding technical issues or service requests.
- Supported customers with online billing, access and account issues.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
Counsellor
Visa9 Education Consulting Services
Hyderabad
05.2019 - 04.2020
- As a counsellor I used to counsel the students who were interested to study abroad
- I used to deal with representatives of top USA, UK, and CANADA Universities.
Education
TRR College of Technology and Sciences
Skills
- MS Office
- BMC Helix
- BMC Remedy Force
- Service Now
- Active Directory
- Natama Tool
- Salesforce Console
- Incident Management
- Reporting and analysis
- Remote Support
- Escalation management
- Service Level Agreements
- Team Management
- Delivery Management
- Technical Troubleshooting
- Hardware and Software Configuration
- Teamwork and Collaboration
- Technical documents comprehension
- Application installations
Additional Information
3 years
Vitals
H. No: 8-4-87/4/2, Surya Nagar Colony, Karmanghat, Hyderabad, 500079, 9573008051, meghasree16124@gmail.com
Communication Skills
- Responsive
- Verbal and Digital Communication
- Clarity and Directness
Internship
DRDO HYDERABAD, Hyderabad
Personal Information
- Title: SERVICE DESK TEAM LEAD
- Nationality: Indian
Languages
- English
- Hindi
- Marathi
- Telugu
Certification
- ITIL Foundation
Languages
Marathi
First Language
English
Advanced (C1)
C1
Hindi
Proficient (C2)
C2
Timeline
Service Desk Team Lead
Wipro Pvt Ltd
06.2022 - Current
Technical Associate
Tech Mahindra Pvt. Ltd
04.2021 - 04.2022
Counsellor
Visa9 Education Consulting Services
05.2019 - 04.2020
TRR College of Technology and Sciences
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