Prem Kumar Padhi
Service Desk Team Lead | Driving IT Support Excellence & Team Performance| Reducing Downtime & Improving SLA Compliance| Bridging Technology and Teamwork for Seamless Support | People & Process Optimization
- Role
- Associate Consultant at Capgemini
- Location
- Kolkata, WB, IN
- LinkedIn followers
- 500 followers
About Prem Kumar Padhi
Experienced IT Service Desk Team Lead with 5+ years in managing support operations at Capgemini. Skilled in team leadership, incident management, SLA compliance, and delivering high-quality IT support. Known for improving resolution times, enhancing user satisfaction, and driving process improvements in fast-paced environments.
Experience
Associate Consultant
Jul 2024 — Present · Kolkata, IN
Job Title: Associate Consultant – Service Desk (Team Lead)Role Summary:Experienced Service Desk Team Lead working in the capacity of an Associate Consultant, responsible for managing end-user support operations, driving SLA adherence, mentoring team members, and ensuring high-quality IT service delivery. Acted as a key point of escalation and coordination between technical teams and end users across various geographies.Key Responsibilities:Led a team of service desk analysts providing L1 technical support to global clients across multiple time zones.Oversaw day-to-day service desk operations including ticket management, incident prioritization, and resource allocation.Ensured timely resolution of incidents and service requests in line with defined SLAs and KPIs.Provided mentorship, training, and performance feedback to team members to enhance productivity and customer service quality.Acted as an escalation point for complex or high-impact issues, coordinating with L2/L3 teams for quick resolution.Conducted regular service reviews, quality audits, and RCA sessions to identify improvement areas.Collaborated with stakeholders to streamline support processes and improve knowledge management.Maintained documentation, SOPs, and reporting dashboards for management and operational visibility.Key Achievements:Improved first call resolution rate by through process optimization and analyst coaching.Reduced average response and resolution time by ticket triage enhancements.Successfully managed support during critical migrations/rollouts without service disruption.Skills & Tools:ITIL Framework | Incident & Request Management | SLA Monitoring | Team LeadershipTicketing Tools: ServiceNow, Remedy, BMCTechnologies: Windows OS, Active Directory, VPN, O365, Remote Support ToolsReporting & Documentation: Excel, Power BI (if applicable), Confluence
Education
St Mary's school,barbil,odisha
10th(I.C.S.E), Science, Technology and Society
2000 — 2013
Indira Gandhi Institute of Technology (IGIT), Sarang
Bachelor of Technology - BTech, Production engineering with honours
2015 — 2019
Prabhujee English Medium School
12th(CBSE), Science
2013 — 2015
Caltech
Postgraduate Degree, Devops
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