Soutir Mahata
Chennai
Summary
Results-driven service desk manager recognized for high productivity and efficient task completion. Specialized skills in IT service management, incident resolution, and customer service improvement. Proven ability to enhance service desk operations and customer satisfaction through effective communication, problem-solving, and team leadership.
Overview
11
11
years of professional experience
Work History
Service Desk Manager
HCL Technologies LTD
CHENNAI
02.2024 - Current
- Led the pilot phase of the project.
- Facilitated client meetings to align project objectives with client expectations.
- Made significant process improvements.
- Monitored and ensured adherence to KPIs and SLAs to maintain service quality.
- Set clear team goals.
- Delegated tasks and set deadlines.
- Overseen day-to-day operations.
- Monitored team performance and reported on metrics.
- Fostered an open communication culture to enhance team collaboration and morale.
- Provided coaching and training.
- Listened to team feedback and resolved issues.
- Proposed and coordinated events to strengthen team dynamics.
Quality Lead
Wipro Technologies Ltd
Chennai
08.2021 - 02.2024
- Managed and handled technical L1 Team.
- Managed L1 resource roster and ensured coverage.
- Coordinated with vendors for IT operations.
- Ensured compliance with Service Desk policies.
- Planned and executed agreed SIPs.
- Tracked and monitored SLA to ensure Green SLA.
- Ensured proper and accurate attendance reporting to the customer.
- Addressed customer escalations by investigating issues and providing timely resolutions.
- Examined support tickets to identify trends and issues.
- Provided team mentoring and training to L1 and L2 teams.
- Conducted review meetings and presentations to senior management.
- Identified process gaps and reported them to the client.
- Oversaw quality assurance processes to ensure service standards were met.
- Conducted regular quality audits and calibration sessions.
- Facilitated feedback sessions to gather insights from team members.
- Reported quality performance to the project and customer.
- Prepared dashboards and reports for weekly presentation.
- Conducted regular quality and process refresher sessions.
- Identified BQLs and highlighted areas for improvement.
- Monitored and reported BQL performance.
Senior Process Associate
Accenture Global Solutions Pvt Ltd
Bengaluru
01.2021 - 08.2021
- Handled tickets in the Service Now platform.
- Provided support to end users.
- Dispatched out-of-scope issues to the next level team.
Senior Technical Advisor
Convergys India Services Pvt Ltd
Pune
12.2019 - 12.2020
- Worked as a Senior Support Engineer for Microsoft Security.
- Provided Professional and Premier Support to Microsoft customers globally.
- Supported various security products like Azure Information Protection, Cloud App Security, and Microsoft Defender ATP.
- Worked as part of the Professional Support team supporting NA region customers as an Endpoint Protection Solution Engineer.
IT Executive
CAPITA INDIA PVT LTD
Pune
08.2017 - 12.2019
- Provided first call resolution to customers.
- Maintained AHT on calls and chats.
- Completed regular UK feedback for BQL advisors.
- Sent progress reports of BQLs daily to line managers.
- Sponsored new advisors as per business requirements.
- Audited calls and chats.
- Cascaded team talk and updates to advisors.
Junior Associate
AMINFOWEB PVT LTD(AMI)
PUNE
08.2015 - 09.2017
- Assisted customers with inquiries through phone and email channels.
- Resolved technical issues using troubleshooting software and protocols.
- Conducted follow-up calls to ensure customer satisfaction after resolution.
- Escalated complex issues to senior support staff for further assistance.
- Maintained knowledge of company products and updates for effective support.
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
Education
BTECH - ELECTRICAL AND ELECTRONICS ENGINEERING
BENGAL COLLEGE OF ENGINEERING & TECHNOLOGY
West Bengal03-2015
Higher Secondary -
Bidhan Chandra Institution
Durgapur, West Bengal03-2010
Secondary -
DAV Public School
Asabsol03-2008
Skills
- Quality Assurance Processes
- Quality control
- Improvement strategies
- Complaint resolution
- Team leadership
- Microsoft Office Suite
- Service excellence
- Root cause analysis
Languages
- English
- Hindi
Locations
Chennai, Tamil Nadu, 600100
Timeline
Service Desk Manager
HCL Technologies LTD
02.2024 - Current
Quality Lead
Wipro Technologies Ltd
08.2021 - 02.2024
Senior Process Associate
Accenture Global Solutions Pvt Ltd
01.2021 - 08.2021
Senior Technical Advisor
Convergys India Services Pvt Ltd
12.2019 - 12.2020
IT Executive
CAPITA INDIA PVT LTD
08.2017 - 12.2019
Junior Associate
AMINFOWEB PVT LTD(AMI)
08.2015 - 09.2017
BTECH - ELECTRICAL AND ELECTRONICS ENGINEERING
BENGAL COLLEGE OF ENGINEERING & TECHNOLOGY
Higher Secondary -
Bidhan Chandra Institution
Secondary -
DAV Public School