Abhay Kumar
Team Lead - IT Service Desk at Tata Power-DDL | Ex-HCLite | Ex-TCSer
- Role
- Team Lead Service Desk at Tata Power-Ddl
- Location
- New Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Abhay Kumar
Results-oriented Information Technology (IT) professional with extensive experience in…
Experience
Team Lead Service Desk
Oct 2023 — Present · Delhi, IN
Managing team of 30 associates with Service Desk engineers, L1 technical Support and Field Support Engineers-Providing Support to End Users with different channels like Email, Chat, Voice and Portal-Handling escalations mails and guiding team for proper resolution-MIS Report: Publishing of daily SLA indicators, Performance reports, Preparation of IMS module and SOPs for request & incident handling-Responsible for decreasing overall pendency and SLA achievement-Coordinating with several departments to deliver prompt and accurate solutions to end users-Managing daily performance of associates and increasing their efficiencies, through regular feedbacks and auditing.
Education
Mahatma Gandhi Kashi Vidyapeeth
Master of commerce
2018 — 2020
Mahatma Gandhi Kashi Vidyapeeth
Bachelor of Commerce - BCom
2015 — 2018
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