Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

PREETHI JAYADEVA MURTHY

Service Desk Team Lead
Bengaluru,Karnataka

Summary

Experienced Service Desk Team Lead with 6+ years in IT support, known for leading high-performing teams, enhancing service delivery, and driving process improvements. Skilled in problem-solving, team collaboration, and customer satisfaction.

Overview

6
6
years of professional experience
3
3
Certifications

Work History

Service Desk Team Lead

Accenture
03.2023 - Current
  • Lead and manage a team, ensuring SLA adherence and high-quality support by efficiently handling ticket backlogs in ServiceNow
  • Develop and deliver training to enhance technical skills and customer service; provide process updates during daily huddles
  • Analyze KPIs, validate data, and prepare reports for senior management; drive continuous improvement initiatives
  • Collaborate with second-level support teams to resolve complex issues and ensure effective communication
  • Monitor productivity, provide feedback, and conduct audits to maintain high standards

Subject Matter Expert (SME)

Accenture
07.2022 - 03.2023
  • Supervised daily operations, maintained SLAs and AHT targets, and resolved Genesys issues to ensure uninterrupted call handling
  • Managed incoming emails, monitored RPA bots, and prioritized VIP and escalation tickets for timely resolution
  • Ensured analyst productivity, validated report accuracy, and addressed attendance issues; provided feedback for performance enhancement
  • Acted as escalation point for complex issues, coordinated with technical teams, and maintained documentation

Service Desk Analyst

Accenture
02.2021 - 07.2022
  • Provided first-line support, resolving hardware, software, and network issues efficiently
  • Utilized ServiceNow for incident management, adhering to ITIL guidelines; created KB articles and training materials
  • Configured Office 365 products and handled Microsoft Teams and Skype for Business troubleshooting
  • Managed escalated cases, ensuring proper ticket escalation and handling complex issues

Service Desk Analyst - System Administrator L1.5

Wipro Limited
08.2019 - 02.2021
  • Configured VMs using VMware and Citrix; improved First Contact Resolution (FCR) through targeted analysis
  • Conducted remote troubleshooting for Windows systems and utilized ServiceNow for incident management
  • Managed basic troubleshooting for Skype for Business and Active Directory; gained experience with Windows 7, 10, and macOS

Education

Bachelor Of Engineering - Electronics And Communications Engineering

Ballari Institute of Technology & Management
Ballari
06.2019

Skills

Team Leadership & People Management

IT Service Desk Operations Management

IT Service Management (ITSM / ITIL Practices)

Incident, Request & Escalation Management

Performance Monitoring & KPI Reporting

Coaching, Training & Staff Development

Conflict Resolution & Team Engagement

Stakeholder & Cross-Functional Communication

Process Improvement & Documentation

Customer Service Excellence

Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)

AI Tools (Microsoft Copilot, AI-driven automation for productivity and support optimization)

Certification

SDFC Certification

Timeline

Service Desk Team Lead

Accenture
03.2023 - Current

Subject Matter Expert (SME)

Accenture
07.2022 - 03.2023

Service Desk Analyst

Accenture
02.2021 - 07.2022

Service Desk Analyst - System Administrator L1.5

Wipro Limited
08.2019 - 02.2021

Bachelor Of Engineering - Electronics And Communications Engineering

Ballari Institute of Technology & Management

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PREETHI JAYADEVA MURTHYService Desk Team Lead