SANCHARI BHATTACHARJEE
Bengaluru
Summary
Dynamic Service Desk Team Lead at Accenture with a proven track record in incident management and team building. Enhanced customer satisfaction by 8% through effective communication and optimized ServiceNow workflows. Skilled in performance analysis and ITIL governance, driving continuous improvement initiatives that significantly reduced repeat incidents.
Overview
10
10
years of professional experience
Work History
Service Desk Team Lead
Accenture
01.2019 - Current
- Led and managed 24/7 Global Service Desk operations using ServiceNow ITSM, supporting a user base of over 2 million, with 99.9% SLA adherence.
- Owned end-to-end Incident, Service Request, Problem, Change, and Major Incident Management. Served as the senior escalation owner for P1/P2 incidents, reducing major incident resolution time by 35% through structured RCA and stakeholder governance.
- Configured and optimized ServiceNow workflows, SLAs, assignment rules, dashboards, and reports, improving ticket throughput by 32%.
- Drove CSAT improvement from 88% to 96% by embedding a customer-first service culture, and standardizing communication practices.
- Built and mentored high-performing teams through coaching, performance management, and succession planning, improving analyst productivity by 30%. Led P1/P2 major incident bridges, executed post-incident reviews, and delivered RCA-driven fixes, reducing recurrence by 28%.
- Championed Continuous Service Improvement (CSI) initiatives, delivering a 25% reduction in repeat incidents year-over-year. Implemented self-service portals, automation, and virtual agent capabilities, lowering ticket volumes by 27%.
- Delivered monthly KPI and SLA reports to senior management, recommending process optimizations based on data analytics.
- Governed the ServiceNow Knowledge Base and SOPs, increasing FCR by 24% and analyst resolution accuracy.
- Performed capacity planning, queue management, and shift optimization for follow-the-sun support, improving response times by 20%. Produced operational dashboards, trend and backlog analysis, and SLA reports to leadership to support data-driven decisions, and drive proactive issue resolution.
- Secured adherence to audit, risk, and regulatory standards, encompassing ISO 20000, ISO 27001, and SOX-aligned controls.
- Supported client audits, QBRs, and service governance forums, providing data-driven insights and improvement roadmaps.
- Mentored and developed service desk leads and analysts, strengthening delivery capability, leadership bench strength, and retention.
Service Desk SME
Accenture
Bangalore
06.2017 - 12.2019
- Facilitated knowledge-sharing sessions to strengthen team expertise and collaboration.
- Authored and updated SOPs and Knowledge Base articles, enhancing first-call resolution by 22%.
- Developed training materials for new employees on best practices and tools.
- Collaborated with cross-functional teams to optimize project outcomes and efficiency.
- Analyzed data to pinpoint opportunities for process enhancements across projects.
- Managed ticketing system to prioritize and track user requests effectively.
- Acted as primary contact for major incident escalations, coordinating rapid resolutions between stakeholders.
- Implemented automation initiatives, reducing manual ticket handling by 25%, increasing efficiency and accuracy.
SW/APP/Cloud Tech Support Associate
Accenture
01.2016 - 01.2017
- Delivered L1 and L2 technical support for cloud-based applications ensuring timely resolution within SLA.
- Provided structured incident documentation improving traceability and problem management efficiency.
- Contributed to internal training initiatives to enhance service delivery quality and CSAT scores.
- Managed customer escalations with professionalism, leading to an increase in CSAT scores by 10%.
- Streamlined reporting and documentation practices, improving data accuracy and reporting efficiency by 25%.
Education
Bachelor of Business Administration -
Rabindranath Tagore University
Madhya Pradesh05-2020
12th -
Orient Day School
Kolkata05-2014
10th -
National Gems Higher Secondary School
Kolkata05-2012
Skills
- ServiceNow and SharePoint
- Incident, problem, and change management
- Service level agreements and KPIs
- Customer relationship management
- Performance management and analysis
- Team building and leadership
- Effective communication skills
- Critical thinking and problem-solving
- Microsoft Excel and Power BI
- ITIL framework and governance
- Agile methodologies and DevOps practices
- Training development and facilitation
Accomplishments
- Accenture ACE Award, 2023, awarded for leadership excellence in service delivery.
- SLA Adherence Improvement, improved SLA adherence by 18% through proactive monitoring and team coaching.
- Automation Scripts Development, developed automation scripts that reduced repetitive manual service desk tasks by 25%.
- Team Mentor of the Quarter, recognized for outstanding employee development and engagement.
Languages
- English, bilingual, or proficient
- Hindi, bilingual, or proficient
- Bengali, bilingual, or proficient
Timeline
Service Desk Team Lead
Accenture
01.2019 - Current
Service Desk SME
Accenture
06.2017 - 12.2019
SW/APP/Cloud Tech Support Associate
Accenture
01.2016 - 01.2017
Bachelor of Business Administration -
Rabindranath Tagore University
12th -
Orient Day School
10th -
National Gems Higher Secondary School