Usha V

Service Desk SSR2 (Level 1)
Team Lead SSR1 (Current role)
Unisys India Pvt Ltd, Bangalore, India

Responsibilities and Achievements:

Supervision and Leadership: Led and supervised the service desk team to ensure efficient operations and high-quality service delivery, while fostering a positive team culture.

Mentorship and Development: Provided guidance, support, and mentorship to team members, enhancing their skills and performance through regular training sessions and one-on-one coaching.

Escalated Issue Resolution: Handled escalated customer issues and resolved complex technical problems, ensuring timely resolution to maintain customer satisfaction.

Task Management: Managed the service desk queue effectively, allocating tasks to team members based on workload and expertise to optimize efficiency.

Performance Monitoring: Conducted regular team meetings to discuss SLA's performance metrics, challenges, and opportunities for improvement, leading to increased team accountability and success.

Collaboration Across Departments: Worked closely with other departments to ensure seamless coordination and resolution of customer issues, strengthening interdepartmental relationships.

Policy Development: Developed and implemented service desk policies, procedures, and best practices to enhance service quality and operational efficiency.

Performance Metrics: Monitored service desk performance metrics, identifying areas for improvement and implementing strategies to address them.

Technical Assistance: Provided effective technical assistance to customers via phone, email, and chat, diagnosing and troubleshooting reported issues efficiently.

Documentation and Guidelines: Created and maintained comprehensive documentation and guidelines, ensuring clear communication of complex technical information.

Continuous Improvement: Proactively addressed recurring issues and implemented process improvements or automation solutions, reducing service desk workload and enhancing efficiency.

Customer Satisfaction: Achieved consistently high customer satisfaction scores through effective problem resolution and positive interactions, receiving recognition from clients and management.

Crisis Management: Resolved critical incidents or major outages swiftly, minimizing impact on customers and the business.

Recognition and Achievements: Received multiple Certificates of Achievement for outstanding contributions and performance excellence, further validating expertise in service delivery.

Resource Management: Successfully managed service desk resources to optimize staffing levels and ensure adequate coverage during peak periods or emergencies.

Knowledge Management: Implemented strategies to reduce ticket volume through proactive problem management and knowledge sharing initiatives, improving overall team performance.

• Responsibilities included:

Providing effective technical assistance to customers via phone, email, and chat.
Diagnosing and troubleshooting reported issues efficiently.
Working towards timely problem resolution, escalating when necessary.
Maintaining detailed and accurate records of customer interactions and resolutions.
Utilizing remote desktop tools to assist customers effectively.
Supporting both hardware and software-related problems.
Ensuring high-quality and satisfactory resolution of customer issues.
Achieving high customer satisfaction scores through effective problem resolution and positive interactions.
Implementing proactive measures to address recurring issues, reducing overall support request volume.

• As a Design Coordinator, my responsibilities include:
  
  Completing organizational and management tasks to ensure smooth operations.
  Facilitating production processes for clients, ensuring high-quality outcomes.
  Coordinating and overseeing project planning and execution from inception to completion.
  Allocating resources efficiently to optimize project workflows.
  Ensuring effective communication and information flow within the organization.
  Fostering teamwork and collaboration among team members to achieve project goals.
  Maintaining accurate records of meetings, projects, and communications.
  Addressing issues and challenges proactively to keep projects on track.
  Meeting project deadlines consistently to ensure client satisfaction.
  Organizing successful events, conferences, and meetings to enhance company visibility and relationships.
  Receiving recognition from superiors and team members for effective coordination and leadership.