Sneha Roy

• Facilitated service delivery processes to enhance operational efficiency and customer satisfaction levels.
• Supported negotiation of service level agreements with clients to establish clear expectations for service delivery.
• Assisted in analysing service delivery failures to identify root causes and implement corrective actions.
• Guided teams in inspecting and adapting processes during new implementations.
• Compiled reports on service delivery outcomes to ensure transparency for stakeholders.
• Coordinated resources to assist the service team effectively.
• Encouraged collaboration within teams to meet assigned goals.
• Reviewed service delivery processes for regulatory compliance.
• Addressed needs of technical and business stakeholders to improve customer satisfaction.
• Oversaw services to meet quality and performance targets.

• Directed daily operation of Service Desk / Service Management business and flexed with changing demands to consistently meet objectives.
• Drove organizational improvements in customer satisfaction scores and key metrics impacting revenue and profitability
• Reviewed performance against targets, appropriately identifying and managing risks and opportunities
• Reviewed performance against targets, appropriately identifying and managing risks and opportunities
• Worked with the AI team and coordinated strategic plans for administrative service management and optimization to best use of available resources
• Investigated issues impacting organizational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
• Sourced vendors and suppliers for business needs and negotiated terms for optimum service delivery
• Monitored staff performance and developed improvement plans.
• Supervised supply purchases, management and tracking in line with budgetary requirements
• Managed organizational resources to meet administrative and operational needs whilst adhering to budgetary guidelines and meeting quality and schedule demands

• Managing team and project budget

• Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service

• Conducting performance evaluations of employees

• Supporting employees with training and development activities

• Monitoring team performance to ensure objectives are met

• Managed and maintained service desk, including leading team members and evaluating department efficiency

• Day to day call calibration for process improvement and leading the AI function to minimize the human intervention

• Interaction with client on WSR, DSR. MSR (All the service review)

• Worked with the service management team to deliver the presentations and briefings to senior teams and also incorporated changes into project workflows.

• Working with the remote tools to login to server for end to end resolution
• Troubleshoot, diagnose, and resolve technical hardware and/or software issues
• Taking ownership of the priority incidents
• Conducting business knowledge transfer training and preparing knowledge article
• Keep record of problems and their resolution
• Provide feedback on processes and make recommendations on areas to improvement
• Maintain technical documentation and service catalogue on installation of software, configuration of hardware and problem troubleshooting
• Day to day call calibration for process improvement.

• Resolved service user requests within target timeframes.
• Investigated reports of system errors to try to reproduce problems and trace faults.
• Educated service users on new software updates and system capabilities
• Followed user guides and technical manuals to complete skilled repairs. Followed up on resolved tickets, conducting surveys to gather feedback and uncover service desk inefficiencies
• Conducted disaster-recovery procedures on damaged systems, resolving issues to reduce data loss or permanent damage
• Conducted training sessions with customers to demonstrate software updates, new systems and hardware

• Maintained and repaired peripheral equipment connected to laptops and desktops
• Followed user guides and technical manuals to complete skilled repairs.
• Conducted tactical troubleshooting to identify faults. Investigated reports of system errors to try to reproduce problems and trace faults.
• Resolved service user requests within target timeframes.