SAHIL CHAUDHARY
Delhi
Summary
Results-driven Service Desk Manager with a proven track record of high productivity and efficient task completion. Skilled in IT service management, incident resolution, and customer service improvement. Strong communicator, problem-solver, and team leader dedicated to enhancing service desk operations and ensuring customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Service Desk Manager (Track Lead)
HCL Technologies Limited
01.2022 - 10.2024
- Led and managed 24/7 Service Desk operations for a major federal client, ensuring high service quality and adherence to SLAs
- Monitored KPIs to assess operational effectiveness, identifying improvement areas and implementing corrective measures
- Collaborated with cross-functional IT teams for seamless Level 2/3 escalation and prompt issue resolution
- Engaged with clients regularly to align service delivery with expectations, enhancing client satisfaction
- Oversaw a diverse team across regions, managing day-to-day operations of the Global Command Center
- Spearheaded the successful transition process for service desk operations, ensuring a smooth go-live with the new team
- Acted as the primary escalation point for Client Support Specialists, effectively managing client escalations
- Coordinated training sessions for team members to ensure full coverage during all scheduled hours
- Worked closely with client stakeholders to address specific service desk requirements and compliance needs
- Led the implementation of Major Incident Management practices, minimizing service impact and restoring functionality swiftly
- Provided regular updates to clients on service desk performance, SLAs, and ongoing improvement initiatives
- Managed budgets and resource allocation for staffing, tools, and training
Team Leader (Shift Lead)
RYTRAK IT SERVICES PRIVATE LIMITED
01.2020 - 11.2021
- Assigned duties based on employee skills and roles, enhancing operational efficiency
- Supervised team members, providing guidance and assistance as needed
- Conducted performance reviews and delivered constructive feedback to team and management
- Handled employee requests and managed conflict resolutions effectively
- Trained new and existing staff on operational tasks and best practices
- Analyzed market potential and tracked sales performance, contributing to strategic planning
- Developed positive relationships with customers through effective communication and follow-up
Senior IT Analyst
RYTRAK IT SERVICES PRIVATE LIMITED
01.2019 - 12.2019
- Provided supervision and support to team members, facilitating task completion and conflict resolution
- Conducted performance assessments and shared feedback with management
- Maintained adherence to company policies and health standards while addressing customer issues
IT Analyst
RYTRAK IT SERVICES PRIVATE LIMITED
01.2018 - 12.2018
- Assisted in team supervision and supported conflict management
- Conducted performance reviews and maintained adherence to company standards
Education
Bachelor of Commerce (Hons.) -
Keshav Maha Vidyalaya
01.2017
12th Grade -
Haryana Board
01.2014
10th Grade -
C.B.S.E
01.2012
Skills
- Service Desk Operations Management
- Major Incident Management
- Client Relationship Management
- Team Leadership & Development
- Performance Monitoring & Reporting
- ITIL Framework Implementation
- Escalation Management
- Budgeting & Resource Allocation
- Process Improvement & Optimization
- Incident and Problem Management
- Change Management
- Communication & Interpersonal Skills
- Work Planning and Prioritization
- Expert in ITIL
- Customer Service Management
Certification
ITIL Foundation Certification
Languages
Hindi
First Language
English
Advanced (C1)
C1
Accomplishments
- Received three consecutive years of accolades for outstanding service delivery, achieving the highest Net Promoter Score (NPS) and First Contact Resolution (FCR) rates, while maintaining the lowest abandonment rate and the highest Average Speed of Answer (ASA).
Timeline
Service Desk Manager (Track Lead)
HCL Technologies Limited
01.2022 - 10.2024
Team Leader (Shift Lead)
RYTRAK IT SERVICES PRIVATE LIMITED
01.2020 - 11.2021
Senior IT Analyst
RYTRAK IT SERVICES PRIVATE LIMITED
01.2019 - 12.2019
IT Analyst
RYTRAK IT SERVICES PRIVATE LIMITED
01.2018 - 12.2018
Bachelor of Commerce (Hons.) -
Keshav Maha Vidyalaya
12th Grade -
Haryana Board
10th Grade -
C.B.S.E
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