Shashank Subhedar
Pune
Summary
Results-driven IT Service Desk Project Manager with 12+ years of experience in delivering high-quality IT service management solutions. Proven track record of successfully managing complex IT service desk projects, driving process improvement, and implementing technology solutions to enhance customer experience.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Consultant
Tata Consultancy Services Ltd
Pune
01.2014 - Current
- Service Desk Solution Selection: Evaluate and select a service desk solution that meets the organization's requirements and goals.
- Project Execution: Oversee the implementation of the service desk solution, including testing, training, and deployment.
- Service Desk Operations: Oversee the daily operations of the service desk, including managing the service desk team, ensuring that incidents are resolved efficiently, and that customer satisfaction is high.
- Metrics and Reporting: Track and analyze key performance indicators (KPIs) such as incident resolution rates, first-call resolution rates, and customer satisfaction ratings.
- Change Management: Develop and implement a change management plan to ensure minimal disruption to business operations during the implementation process.
- Communication: Coordinate communication with stakeholders throughout the project lifecycle, including project updates, status reports, and issue resolution.
- Customer Relationship Management: Develop and maintain strong relationships with customers, including listening to their feedback, addressing concerns, and providing excellent customer service.
- Service Level Agreement (SLA) Management: Ensure that the service desk solution meets or exceeds SLA requirements for incident resolution, response times, and other key performance indicators.
- Incident Management: Ensure that incidents are properly documented, prioritized, and escalated to the relevant teams or individuals for resolution.
- Team Management: Lead and manage a team of IT service desk technicians, including performance management, training, and development.
- Process Improvement: Continuously evaluate and improve service desk processes, procedures, and tools to ensure efficiency, effectiveness, and customer satisfaction.
- Transition Management: Participated in pre-planning. transition execution and post transition activities.
Service Desk Analyst
Wipro Technologies
Pune
02.2012 - 12.2013
- Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
- Collaborated with other teams to ensure successful resolution of customer inquiries.
- Ensured that all systems were running optimally by performing regular health checks on servers and network devices.
- Provided remote assistance to customers when required via phone or remote desktop tools.
- Responded promptly to customer emails regarding any IT related queries.
- Maintained accurate records of customer interactions, inquiries, and resolutions in the helpdesk database.
- Troubleshot and resolved hardware, software, network, and peripheral device problems.
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
Education
Master of Science - Computer Science
Savitribai Fule Pune University
Pune03-2011
Skills
- IT Operations
- ITIL V4 Foundation Certified
- Change and Incident Management
- Service Level Management
- Strategic Planning
- Reporting and Analysis
- Process Improvement
- Transition Management
Accomplishments
- Grabbed the title "Contextual Master" 2 times as my proposed implementation ideas got recognized.
Certification
- ITIL V4 Foundation Certified - April - 2023
Timeline
Assistant Consultant
Tata Consultancy Services Ltd
01.2014 - Current
Service Desk Analyst
Wipro Technologies
02.2012 - 12.2013
Master of Science - Computer Science
Savitribai Fule Pune University
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