Faizan Momin
Assistant Manager @ Dell (Concentrix)| Technical Support, Software Support, Service Desk Analyst
- Role
- Assistant Manager IT at Concentrix
- Location
- Pune District, MH, IN
- LinkedIn followers
- 500 followers
About Faizan Momin
Assistant Manager- Technical Support at Dell (Concentrix) with 8+ years of expertise in IT support and service desk management. Proven track record of mentoring and leading teams to deliver exceptional customer service, handling incidents and requests efficiently. Skilled in developing and implementing processes, knowledge management systems, and operational strategies to ensure optimal service delivery. Proficient in Microsoft Exchange Center, Active Directory, Citrix, and various ticketing tools. Adept at utilizing digital performance metrics to drive continuous improvement. Known for effective time management, strong leadership, and communication skills, with a focus on staff management and risk management. Eager to leverage my diverse skill set and experience to drive team success and elevate operational efficiency in the role of Assistant Manager/Sr. Team Lead.
Experience
Assistant Manager IT
Aug 2024 — Present · Pune, IN
Assist in managing and supervising the IT Service Desk team, ensuring timely resolution of incidents, requests, and issues.•Provide leadership and mentorship to service desk agents, offering guidance on complex technical issues and customer interactions.•Monitor service desk performance metrics (e.g, response times, resolution rates) to ensure adherence to service level agreements (SLAs).•Handle escalated technical issues and ensure proper documentation and follow-up.•Collaborate with other IT teams to resolve cross-functional issues and implement effective solutions.•Assist in identifying areas for improvement within the service desk operations and recommend process optimizations.•Train and develop team members, providing ongoing feedback and coaching to improve skills and performance.•Ensure proper documentation of technical issues, solutions, and knowledge base articles for internal use.•Manage shift schedules, ensuring appropriate coverage for the service desk.•Assist in reporting on service desk performance and customer satisfaction to upper management.
Education
Savitribai Phule Pune University
BSc(Computer Science) , Computer Science
2017 — 2019
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