Ritik Panchal
Service Desk Lead | Tata Consultancy Service |
- Role
- Service Desk Lead at Tata Consultancy Services
- Location
- Indore, MP, IN
- LinkedIn followers
- 500 followers
Experience
Service Desk Lead
Jan 2024 — Present
Supervised daily operations of the technical support team, ensuring timely and effective resolution of customer issues. • Acted as the primary point of escalation for complex technical problems, collaborating with higher-level support teams when necessary. • Monitored and maintained team performance metrics, including response time, resolution time, and customer satisfaction scores. • Conducted training sessions for new team members, promoting knowledge sharing and skill development within the team. • Developed and enforced best practices for troubleshooting, ticket handling, and communication to enhance operational efficiency. • Coordinated shift schedules to ensure adequate coverage and minimal service disruption. • Prepared detailed end-of-shift reports summarizing key issues, resolutions, and performance metrics for management review.
Education
Malwanchal University
Master of Business Administration - MBA
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